I signed up for Vonage and for various reasons did not connect or ever use the service. On July 27, 2010 I cancelled the service. This needed to be done via telephone.
I noticed in November 2010 that my credit card was still being billed by Vonage. I cancelled the credit card. Vonage sent an email stating that I now owed $30.47. The account was cancelled and I was still being billed.
I called Vonage Dec 10, 2010. First I talked to Ro. She asked me to verify my account. I gave her my phone number as requested, and she said that was the wrong number. She asked for the last four digits of my credit card. When I gave her that, she said it was wrong. Now this is the same credit card that they were billing for my service, I am holding a statement in my hand showing the charges. Ro said that she couldn't make any changes to my account until I verified the account. Ro was able to see it was noted on my account that I requested cancellation on July 27, 1010. I asked to talk to a supervisor.
After a long hold, Amy no. 52146 (or 12546 - she couldn't be sure) came to the phone and we basically went through the same as Ro. After much discussion Amy finally stated that I had the correct phone number (I've had the same land line number for many years) and that she could verify my account, and would cancel it.
I then asked about the charges since July. I would have to dispute those already made, but let's at least reverse the charge that I owe them. Amy would not agree to any of that. She's sorry, but doesn't have the authority to do that. After much discussion, I asked for someone who DOES have the authority.
After a very long wait, Mark #34029 came on the line. We went through the same exact conversation although he did acknowledge that I'd verified my account. But can you believe it - Amy #52146 had NOT cancelled the account!
Mark started going through the cancellation process. I asked for something in writing, or a cancellation number. He assured me several times that he would take care of it. i insisted, he kept trying to pass me back to Amy, etc. He said he had emailed a cancellation number but I had not received the email before he transferred me back to Amy. I had to insist before I got the cancelation email. I am certain that Mark was trying to deceive me into believing that Vonage had cancelled my account but instead continue charging, as they had done before.
I was given an address to write to Vonage to dispute my charges. I'll get back to you and let you know how that goes.
Monetary Loss: $120.