Vonage - Lack of notification at end of promo period & doubled fees

Last summer I signed up for Vonage in 2016 for a one-year promo plan with unlimited domestic calls for $9.99 plus taxes and fees.Today, Aug. 16, 2017, I received my normal monthly email notification of the Vonage fee that had been debited from my account. The amount was $36.77 ($24.99 plus taxes & fees), whereas past months including fees was $18.81. I called Vonage Customer Care to inquire about this and why I wasn't provided a reminder that the promo was going to expire. The rep told me I could switch to a more expensive plan - one that would have limited minutes for 12.99 a month plus fees (roughly $22 per month with taxes & fees) or an unlimited plan for $14.99 a month (roughly $26 per month total). I agreed to take the cheaper plan and asked for a credit for the current bill since I hadn't been notified of my plan's expiration. Also, new customers get the $9.99 per month plan, which is no longer available to the current (loyal) ones. I pointed out that most companies provide a reminder before a promo expires. The rep told me I could have the "activation" fee waived for remaining with Vonage or an equal credit but not both. So, bottom line - I pay a double fee this month and then going forward a higher monthly amount with far less minutes. The favor they'd bestow on me is waiving the activation fee. I said I'd remain with Vonage if they'd give me a $10 credit, roughly half the amount of my new bill. Neither the rep nor the supervisor would do this. I told them I've referred friends and relatives to Vonage and will cease doing so. I'm also looking for a new plan without hidden fees and or springing rate hikes.Signed, Dissatisfied Vonage customer
1.0
Details
Billing Practices
Customer service
Exchange, Refund and Cancellation Policy
Price Affordability
#1088361
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Vonage - Worst customer service and training ever. They make it very complicated when they said it would be easy to convert!!

Worst customer service and training experience ever!!! They made the conversion very complicated!! Therefore chose to cancel their service because it was too complicated to and frustrating to use in a small business!! They refuse to accept the unopened box so they made me pay for it!! They are a total rip off and do not need to be advertising that they work great and simple even for small businesses!! Rob the customer service person who called so I could cancel was totally irritating and horrible to work with!! He and the person trying to train both need training in how to deal with public!!
1.0
Details
Advertised vs Delivered
Billing Practices
Coverage Area
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Reliability
Style and Design
Value for money
Warranty
Website
I didn't like
  • Representative jay very rude with customer
  • Worst
  • Awful
#1082731
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I advise people not go for vonage service. It is technically bad and worst customer service, overall horrible experience. If you want peace of mind then do not go for this company. Cheater, marketing gimmick is its value to lure and cheat customers, They give u 6...
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Anonymous
Vonage

Hello ,This is the Executive Response team for Vonage. We are sorry to hear about your experience with our customer service. We would like the opportunity to discuss this matt...

1.3
I didn't like
  • Worst
  • Do not go for vonage
#1041712

Vonage has been giving me the runaround when I have been attempting to cancel the service since October 2016 and still running up a bill. I tried to cancel when the promotional period ended because it isn't worth the amount that it increased. Every time I call, I sit...
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I didn't like
  • Billing
  • Decieveness
  • Price
#986560

Vonage is ***

it doesn't allow the customer to leave after the trial period, it plays a trick of rebate/credit back and bluffs the customer. when the customer realizes the trick he will be under contract and can't move out. I am being with Vonage from 03/2015 and pissed off on below points 1. hidden charges to advertising cost. 2. can't able to configure auto payment options. 3. can't disconnect the service whenever we need. 4. Contracts 5. poor customer satisfaction 6. no effort on feedback from the customer - I have never received a call or request to fill a survey. 7. Charging a lot when compared to competitors. I have not been informed of price change that happens in my account recently.
1.6
Details
Advertised vs Delivered
Billing Practices
Coverage Area
Customer service
Discounts and Special Offers
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Reliability
Value for money
I didn't like
  • Vonage representatives cheating
  • Accounts team
#937969
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I called Vonage, for this I dialed 1-866-243-4357 and one customer care guy picked the phone.. I said, I am no more using Vonage please cancel this service. Firstly call center guy said, and he will transfer my call to next team, but after 4-5 mins they disconnected...
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Anonymous
Anonymous

Thanks try disputing your cc might help all I have read never use this company thanks for review

1.0
I didn't like
  • Supervisiors
  • Service
#874610
I cancelled my Vonage account in April 2014. I recently found that they have been charging me fraudulently every month since then. They agree that there is no activity on the account and they that I requested it to be cancelled but they never stopped charging my...
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vonageert.us
vonageert.us

Hello, This is the Executive Response team for Vonage. We are sorry to hear you are having issues concerning your service. We understand there may have been charges to your se...

1.0
I didn't like
  • Quality of service taking money from my account
  • Deceitfulnesscustomer service
#837152

RingCentral was terrible. I was looking for a VoIP provider to replace them. One of the companies I called was Vonage. I was looking for specific features. Every feature I asked for they said they had. The truth is they didn't have most of them. Of great...
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Anonymous
JOY

WHAT EVER THEY LIED ABOUT PLEASE REPORT THIS TO THE NATIONAL NEWS.. I WAS JUST ABOUT TO PURCHASE THE SERVICE. I AM SO HAPPY I READ ALL REVIEWS. THANKS

#759269
I signed up for business service. My phone is important to my business. When I submitted the authorization to port my numbers, I did it wrong. When I called to get help from customer service regarding porting my numbers, Brittany was very snotty and chastised me for...
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Anonymous
David Daniels

Good morning. I am a member of our Executive Response Team. I apologize that you had a less than satisfactory experience, and would like to assist in any way that I can.Pleas...

2.0
I didn't like
  • Customer service
  • Service
#700042
I cancelled service with Vonage 2/17/2015. They continue to bill me every month for$98.00. I have now called 3 times and they say I need to fill something out to cancel but they never send anything. 5 months of service has been billed when I did not even have an active...
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2.3
I didn't like
  • Customer service
  • Billing
#643309