Vonage Will Fee You to Death with Terms and Conditions

Ratings

Posted: 07/01/2009

Vonage Will Fee You to Death with Terms and Conditions

Reviewed by: srrudin (xxx.xxx.144.163)

I have been a Vonage customer for 5 years and have been very happy until 5/29/09. Felt the need to offer this review because I believe that Vonage is no longer working for its customers.

I was on the annual plan for service that I paid in January of each year. I received a note from Vonage that they are changing their policy and I will be billed on July 1 for my renewal. This would be 6 months prior to my current renewal. In order to prevent being billed in July, I changed my account plan to bill monthly assuming it would start at the end of annual contract. This was not the case. The new monthly contract went into effect immediatly, disregarding the annual commitment. I immediately contacted Vonage about the issue and they were unwilling to rememdy quoting their 27 page Terms of Service.

Since they were unwilling to remedy my 6 months of lost service I informed them that I would not be staying with them. They did not care. They continued to quote Terms Of Service even though they were going to lose a loyal customer.

I followed thru and ported my number out of Vonage and then they started the fee attack. They would not recognize that the number was ported even though the new carrier was providing me with the service. Since they refused to recognize the transfer they felt it was ok to continue billing me until I could prove that the ported number was ported. It took me a month to get Vonage to stop billing me only to learn that I would be paying a $39 cancellation. I was happy to pay it so they could stop charging me unreasonable fees.

The net of my story is that this did not have to happen and could have been worked out with the Vonage of a year or 2 ago. I believe that they are currently losing customers at such a tremendous rate, the only way they can maintain revenues is to charge fees rather than correct the issue. This is a short term strategy that projects loudly to me the condition of the business.

I am not bitter, just very disappointed that such a good company has gone so bad. The net cost to me for this experience was about $250 and 6 months of denied service.