Vonage Customer Service Complaints - page 2

I called the other day & talked to 2 people. They were suppose to call back.About getting tech cause alarm wasn't right. Vonage drops calls all the time. Either get herean fix or take out.

Signed up with Vonage September 2014, $17.80 month for 2 lines (2 telephone numbers).Auto billed my AMEX card 11 months and never ported either number from AT&T, nor notified me of their failure to port.

Vonage told me they would handle everything on their end and the AT&T service would automatically cancel because the numbers would transfer over...all I had to do was plug the Vonage VOIP in my wall. Meanwhile my husbands is being auto billed by AT&T. Turns out we had never left AT&T (the numbers were still there) and I had been duped into believing I was utilizing Vonage service - which is why I never questioned the $17.80 per month charge on AMEX. The upshot is this: they refused to refund $195.80 (11 months of service) - even after it had been escalated to a 'senior supervisor' level.

They confirmed through their records that there had been absolutely no activity (usage) on the Vonage account and that THEY failed to port the number. I offered an alternative....give me 11 months of free service going forward, port the 2 numbers and we will call it even, No, they would not do that because they don't have a 'billing code' for 'free' ($0 per month), and it was against their policies. Further $17.80 per month was for 1 phone number, not 2 - 2 numbers would double the price to $35.60 per month. Whoa wait one second...I specifically signed up with with Vonage in order to SAVE money over our AT&T bill, not spend more.

I explained that my original sales representative signed me up for a special 2 for 1 deal = $17.80 month (9.99 + tax) - no contract, price never expires and never goes up AND I GET 2 LINES. That deal + the price is what convinced me to switch. Turns out that not only was I defrauded by the company, fleeced/refused a refund of $195.80, but I was also lied to by the 'new customer acquisition department'. My customer retention specialist (cancellation department) refused every remedy I proposed and told me perhaps I could dispute the charges with AMEX.

So AMEX is supposed to eat the cost for their fraud? Doesn't that mean that AMEX customers eat the cost?

My failure to double check their work and make sure they did what they said they would do, cost me $195 bucks.Beware.

PS - the reason it took so long to 'catch' the mistake was because AT&T was being charged to a business credit card held by my husband, Only when he approached me and asked why AT$T was still billing - 'I though you switched us to Vonage' - did I start to investigate and uncovered all of the above shenanigans.

Very poor service. They entice you with low starting rate and then raise them to as much as reg. phone. They are rude on the phone. When you cancel your service you are told you have to pay that very second any unpaid balance. or they immediately turn you over to a collection agency. I canceled on a Tues, told them I would pay Friday when I got paid, said that wasn't good enough. Use a credit card, borrow it or do what ever you need to pay now, they don't care. Their nuts "DON'T USE THEM" there are other voiceover companies use them...
They told me I didn't need to return the equipment... So now I'm waiting to be billed for it also. Bad customer service... "STAY AWAY FROM THEM!"

They literally get your money and don't give you service. I was charged for calls that never get connected!

A lot of their phone support people are poorly trained. They just don't know how to implement the Vonage software offered. You would think if you're a customer for over 2-years, spending over 500.00 per month for their phone services, that you could get someone on the phone that understood how to implement their software. Over the years, with the few calls that I have made to them, most of the support has been very poor.

very rude and condescending customer service specialists. very unprofessional

in 7 years that I live in USA, swindler company is the most I've seen, never sign a contract with them or authorize me monthly draw money from my card and just buy the phone, to send them to Cuba, I've never used and anyone explain me what this is, it is a total fraud, DO NOT BUY Vonage, Vonage DO NOT BUY !!!!!

Vonage connected me to numbers other than the one I dialed, charged me for 2 minutes when my phone time read only 54 seconds, stole a minute from my account countless times when the phone only rang, told me they knew about the system stealing 1 minute when the phone only rang but refused to fix it, and played a recording several times that said I didn't have enough credit to make a call when I clearly did. Their service is wretched and they are nothing but dirty thieves!

Vonage offers the worst customer service available... routing customer calls to Mexico, Nicaragua and the Philippines where well-meaning and "Americanized" agents do absolutely nothing to answer questions and then disconnect calls in midstream. This compnay appears to be a joke, a really bad one. HORRIBLE EXPERIENCE - DON"T USE THIS COMPANY

To whom this may concern, I called to switch from a home service provider to Vonage.The rep asked me if I have voice over IP. The answer is yes I do but not for the number I wanted to put on your account. The one I want for Vonage is actually hard wired. My other home main number is VoIP. My second line is a direct wire. The number I wanted to bring to Vonage is . That number automatically rings my cell on a call forwarding. My cell I was thinking that my main number on VoIP would not be effected. I think I misunderstood the rep. Yes, I have VoIP for my main number, not my secondary number. Will Vonage work on my hard line number? Or will your equipment find my alternative number using my router for my main number? If it will not work using my alternative number I may have to cancel. Can someone call me

I called to cancel my account. Oscar the vonage rep asked some security question. One was what is my favorite sports team. I told him it was one of two which I gave him two answers. I couldn't remember what it was cause it was like 5 years ago I signed up for service. I asked to speak to a supervisor and he kept pushing me. I had to ask him 3 times to speak to a supervisor before he passed me onto a supervisor. He was very unprofessional rep. Was very rude and talked back to me each time I asked to speak to a supervisor. Has to be the worst way to cancel a service I ever seen. I tried to do it online last night and it said I had to call to get put through the ringer with Oscar the Vonage rep.

We were very happy when the company was vocal city. We have a great deal of support whenever we needed it. Now, as a growing company, we have attempted to contact them over a dozen times and never get an answer- even staying on hold for up to 2 hours once! My patience is up. I am overwhelmed by frustration because we need assistance and cannot get any.

This Is The Worst Company To Do Business With. They Say One Thing And Send You A Bill For Something That You Never Agreed For. Example: They Advertise A Promotional Calling Plan For 3 Months As A Trial Period And Their Fine Print Says The Promotional Period Ends After 30 Days. Within That 3 Month Period You Try To Cancel The Account, They Say The Account Is Past 30 Days And Its Automatically Entered Into A 12 Month Contract. At The Time Of Enrollment, Even If You Said That Within 3 Months You Would Call And Cancel The Service, They Would Have Said Yes, Because They Can Come Back And Refer To The Fine Print.... Very Slick And Rouge Ways Of Deception And Ripping People Off With Money...vonage Is A Huge Scam And They Should Either Get Their Act Together. Stop Scamming People Of Their Money. I Never Really Understood The 9.99 Plan Its Always Billed As 18.89. I Will Never Use This Cheap Company Again... I Will Warn Anyone Planning On Using Vonage.... What A Waste Of Money And Time.....

I had Vonage nore than 2 years. lately i decid to move and i wanted to cancel my service. O M G. it's a pain with this guys. i spoke to the 1st persone was nice and said, it will be canceled and give me a date so i got an e-mail stating that my account will be cancelled that date, also when i checked my vonage account, it shows that it will be canceled( IT SHOWS ALSO THE NEXT BILL MOUNT) THAT's INSAINE. It was not canceled so i called s2nd time ( they say oh sorry that was an issue, we will take care of it and they give a second date with cancellation order Number). I had to pay nothing because i haven't use my phone and the month;y fees were 27 $, last night i call and wonder why the phone hasn't been yet canceled, so the guy told me oh, i see nothing on my screen may the persone you talked to didn't do well his job. B ...s..t. So today they took 41$ from my account. that's hassel. I do not trust them any more, will change my banck account.
Why they charge me that amount ??? why they think they are so smart, they can't see if the account is set to be canceld (LIE,LIE,LIE) . Shame on you Vonage. i will writ every where about this issue.

I have not been able to go thru for Vonage customer service inspite of my repated attempts , So I should call it as a " NoCustomer Service "

I had offered Unlimited international call for $9.99 but All of sudden my plan was changed to World power user plan for $49.99 without my knowledge. I had requested them to change the plan but they said it is impossible. I wanted to close the service but they are asking me $90. Moreover their on call service is worse as nobody picked up the call. It is really frustrating me.
New world power user plan charges $.04 after 3000 mins. those terms were nowhere mentioned in terms and conditions... It just says we are expected to use as residential usage no limit were talked about.. Moreover comments posted vonage community and forum threads are deleted.

I've been with this company for years and have always loved and supported the service. Something has changed. Reaching customer support is almost impossible. Call once and held for over 20m finally someone came to the phone and asked me to explain the issue. In mid-sentence we got disconnected. Did he hang up to take another call? All I know is he didn't call back or email me. I know it's not because he didn't have the number. Looking at my timer, I have now been on hold over an hour.

I don't get it!

I am CANCELLING my Vonage service, Everyrtime I call someone or they call me I can't hear them or they can't hear me.In the middle of a call this always happens.I have raised this issue before with Vonage Technical Support however they have not been able to resolve the problem. Although the cost is low for Vonage service it doesn't compensate for the aggravation. Also my name and my wife's name are not listed in any phone directory. I am sorry to have to CANCEL my account however I cannot continue having these problems.
Murray B. Schwartz

Very mad about signing up with them. Have spent 3 hours on hold without speaking to one live person trying to get our system activated. I even tried calling the sales department, they made me repeat myself an excessive amount of times and then hung up when they said they were going to transfer me.

My sister sign up with this company for one price by time the bill came it became another price. Her previous phone number was switch to this company and now that she wants to cancel Vontage won't give her her telephone number back. It doesn't make since she had this same telephone number for 23 years. She switch to Vonage with the number but she cannot keep the number because Vonage refused to release it back to her. This company is a fraud. GIVE MY SISTER HER ORIGINAL PHONE NUMBER BACK.

I just called customer care phone cancelation department and the rep told me that I have to pay for March service even after cancellation. I was not on contract and I should not get charged for this months service.

Ihave not had any phone service for a long timeand you are still collecting fees. the service was awful and I want your service canceled immediately.

Vonage is the worst company I have ever come into contact with. I did not get incoming calls for 3 months. and they could not solve my problem everything was thier fault and they still charged me a cancellation fee. Beware of this horrible company go with a more reliable one.

This is the worst company ever!!! Customer service agents want to put the phone down on you quickly, or they will say they will transfer the call to a different department, then the call drops. That happened to me several times. They never do what they say they are going to do, it's all lies. They just want to charge money, even if they are not providing a service, that is fraud. This company should be investigated and closed down. Never give any bank details to them or personal information, they will try to get your money, and it will be almost impossible to get it back. Very dodgy company. Never to be trusted.

I am trying to transfer my number and Vonage has been screwing up the process for 10 days.