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*Note: Opinions and ideas expressed in postings on WeHateVonage.com are soley those of the poster.
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Date: 2014-04-13 19:18:26
First name:
Tim
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 10 (10 is bad)
Description:Became a Vonage customer after getting rope by a salesman, was told there service was 9.99 amonth for local and international calls. After 2-3 months the bill went to 38.00 per month and the calls were dropping. canceled service and was told that my service would end on a cerytain date and that I would not have any additional billing, two months after I cancel I get a collection notice from an outside agency for $8.42 but never heard from Vonage by phone , email text or even letter stating I had a balance due. I contacted customer service and was told that the only way i would know was to sin on to the website.. if i dont have service why would i sign on their website.. got the run around from some body in a different country and was told if I pay them they will stop collection.. all i wanted was a sorry for the miscommunication from theis BOGUS company but all they could say was its not our fault.. I paid the collection company and hope that they charged Vonage twice as mush to collect...

Date: 2014-04-13 00:24:37
First name:
President
Number of calls made to support: Thou
Minutes of life wasted:
Final level of frustration: 10 (10 is bad)
Description:facebook.com/saveholmdel Vonage in Holmdel NJ donated a garage to Holmdel Twp, 100 yards from the 97 year old Fire Co. This backroom decision led to the closure of an all volunteer fire company. The Holmdel Township Fire Dept. has been reorganized to serve the township from three locations (instead of two): one location is the established Holmdel Fire & Rescue Company #2 building at Centerville Road station near the train tracks; the second location will be at Crawfords Corner Road at the Municipal Complex Office of Emergency Management building; and the third location will now be 100 yards away from the Village firehouse on donated Vonage property at Holmdel Road. Vonage, you have actively participated in the destruction of the 97 year old historic fire company. http://holmdel-hazlet.patch.com/groups/police-and-fire/p/holmdels-fire-company-1-is-closed

Date: 2014-04-11 16:41:33
First name:
phil
Number of calls made to support: 1000
Minutes of life wasted: 1000
Final level of frustration: 10 (10 is bad)
Description:They suck to work for too!

Date: 2014-03-10 18:48:40
First name:
Param
Number of calls made to support: 10
Minutes of life wasted: 180
Final level of frustration: 10 (10 is bad)
Description:Vonage is a cheater. They trap into contract and if you try to comeout of the contract they charge you a humongous amount. Customer service is pathetic.

Date: 2014-02-26 12:20:27
First name:
Ramcharan
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 9 (10 is bad)
Description:I received the "Dear John" letter from Vonage. I am quoting parts of that letter below. It starts out saying "Please know that there are no limitations on minutes." And then they go on to say that my usage has been flagged and that they "would need to see your calling patterns stay within the normal residential guidelines". (Can you sense the RUDENESS in that statement?) Furthermore, "almost all of our Vonage World customers use less than 1,500 international minutes each month compared to your use of over 2,682" "Vonage World customers call fewer than 13 unique international telephone numbers each month compared to your 38 unique international telephone numbers" And then, the bottom line - if you continue this practice we have to switch you to a more expensive plan. Am I a complete idiot, or doesn't this letter contradict itself? "Yeah, we are unlimited, but don't use above 1500 minutes". Doh!! If their terms of service said something like "Unlimited use as long as it is 1500 minutes or less and 15 unique numbers or less", I can understand that. But, advertising it as "unlimited" and then telling people not to use that seems fraudulent advertising, if not in the letter of the law, at least in sprit. All that aside, the thing that REALLY IRKED me is their implied suggestion that I am using the service for something that is outside their TOS - i.e., pretending it to be for home use, but using it for business purposes. Just for the record, every one of those calls that Vonage accuses me of being violations of TOS were made to blood relatives - mine or my wife's. So without knowing me and my circumstances, this publicly traded company is accusing me of FRAUD.

Date: 2014-01-25 14:25:23
First name:
Mrinal
Number of calls made to support: 4
Minutes of life wasted: 120
Final level of frustration: 10 (10 is bad)
Description:I am just another victim of vonage's deceptive TOS and arrogance on customer front. I had 2 connections from VOnage billing on my credit card since past 3-4 years (when Vonage was fledgeling). Now they have got so complacent with their huge customer base that they terminated my connection and banned my credit card just for the over usage (happened just once for a month). My outgoing was not under 3000 minutes cap (this was no where mentioned in their TOS nor anybody told me before). They gave me 2 options to chose from. $59/month with .3cents for every extra minute after 3000 power plan or terminate the service. I was like, is that how you impose penalty on your customers who have been loyal to you since so many years? After wasting my whole day trying to settle with the customer care (who were warm), but the usage department were so cold as if they dont care if one or two such customers leave in vein. They have gotten so complacent with their success over time that I am sure the day a good competitor arrives, you see Vonage sharing the fate what happened with Yahoo after Google came. For every email I sent them regarding my concern, they replied me with those 2 options 'pay more' or 'leave' (WE DON'T WANT YOU ANYMORE, WE HAVE AMPLE OF OTHER WHO CAN BE IMPOSED WITH OUR WAYS). This was the kind of response I got from them after my account got suspended for over usage and after having struggled so much with their customer care and lodging a complaint, nothing seemed to be working, and finally decided to close the account, and open a new one to start afresh, keeping those 3000 minutes limit and their 'reasonable residential' usage plan in mind), only to discover that I was blocked, my card that had my sister's vonage account billing on was blocked too. Tried to get atleast the ban on my card lifted up so that my sister's phone remains functional, but no help, instead someone from the usage team again bogged me down, humiliated and treated me harsh as if I am a criminal, that was the hatred shown to a 3 year old beneficiary. I decided to write this to them as my answer to all the charges the usage department blamed on me over the phone after terminating me. Please read and infer yourself My email to them: "Regarding your (vonage usage dept) calls that went to my voicemails yesterday. I should tell you that I provided you a call back number which is my mobile number. As my Vonage phone dont receive calls. I can only make calls. Incoming calls directly go to voicemail automatically. And this was happening right since I bought this new connection. I don't know why but I never complained about it. I hav a cell phone where I receive my calls and that was given to the customer care for correspondence regarding this issue. But you never called on my mobile. Infact you seemed to have gotten annoyed just because you tried to reach to me twice and your (vonage usage dept) calls went to my voicemail straight through. And I was annoyed Yesterday because I was desperately expecting your call on my mobile as promised by your customer care. And that didn't happen. Instead I got 5-7 very long emails with nothing but your vaguely written Terms & Conditions. It would take my entire lifetime to read and understand each and every bit of it. Leave your machines and be human for once. Keep yourself in my place and think about it. You compared me with your other customers who use less than 1500 minutes and makes 70 calls in a month, bla bla. Did you even consider to check and see if all those customers have been with Vonage since so long as I have been, that too when Vonage was fledgling new. I can see you don't need me anymore. You said that you cannot discuss about my previous account ( I.e. on my sister's name) because it is not on my name. And I said 'but the payment has always been done through my card which has been suspended after this incidence'. That shows my long term association with Vonage. But you didn't answer me anything on that. Why I didn't get any answers on this? Why do you write unlimited calling and try to attract customers and latter humiliate (by calling fraud, official purpose calling, bla bla), if they over use. I want to see if you really came reading this far and have time and patience to read all this, I want you to answer to me about my last two questions. Till then I won't sit quite and will try to reach higher authorities when time permits. This has been an example of complacency. Thank you Vonage. I see you have a great future. It's me today, it would be somebody else tomorrow, for some reasons or the other!" In reply this was their response which I am still struggling to understand. Its enormous and same TOS. Can anybody help? "Dear Mrinal Pathak (my name), Thank you for your recent contact. Unfortunatley, we are unable to discuss an account belonging to your sister, even if payment is being provided by you. Please have you sister, the account holder, contact customer care regarding any account concerns, at 1-866-243-4357. Regaring your concerns about your rate plan, the Vonage World plan is a residential calling plan, and we disclose before sign-up that the plan is subject to normal residential use. I apologize if there were any misunderstandings when you activated your account. To provide the best value to all of our customers, Vonage reviews its customers usage and calling patterns to ensure that they are in line with our Terms of Service (TOS) and Reasonable Use Policy. Our residential unlimited service plans are based on normal, residential or personal non-commercial use. We are able to maintain our low rates when our customers comply with our usage policy. We have observed usage on your account, 16509845007, which is inconsistent with our TOS and Reasonable Use Policy, and is therefore considered abnormal or impermissible. Over 95% of our customers on our unlimited residential calling plans use less than 3000 minutes per month and do not exhibit a combination of patterns suggesting abnormal use, including but not limited to, excessive: Unique numbers called Call lengths Call forwarding/transferring Conference calling Short duration calls Number of minutes used Number of calls placed Our Reasonable Use Policy does state that customer usage may be considered outside of normal use if it exceeds 3000 minutes per month in combination with one or more characteristics. For example, almost all of our Vonage World customers use less than 1,500 international minutes each month compared to your use of over 10078. Additionally, Vonage World customers make less than 70 international calls each month compared to your 348 calls. For customers using Vonage Extensionsb", all usage is combined in the assessment of your account.B B Yesterday, you were advised through voicemails and email communications, that at this time, you will need to move to the Power User Plan at a rate of $49.99 per month (plus taxes and fees). The Power User Plan includes free domestic calling and 3,000 in-plan international minutes. Additional in-plan minutes used are charged at the rate of $.03 per minute thereafter. Use of any Extension registered with this line will be combined in the assessment of your account. Combined use over 3,000 in-plan minutes will result in applicable overage charges. The Power User plan includes other features and benefits including Vonage Visual Voicemail., SimulRing., as well as some of our lowest per-minute rates for calls made outside of the countries included in the plan. Your reply to our contact requested disconnection of your service, however, you then opened a new account, 1012182695, on the Vonage World plan. We advised you previously that accounts 1011994400 had been terminated due to Terms of Service and Reasonable Use Policy violations. Therefore, as you have rejected other options, we have terminated your new account service, without penalty. Any attempt to obtain new service will result in immediate termination. For additional information, please respond to this email and one of our associates will be glad to assist you. Regards, Vonage Customer Service"

Date: 2014-01-21 02:19:49
First name:
Anon
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 8 (10 is bad)
Description:Just signed up for a high priced package with lots of international calls. Big Mistake. The quality for international calls is absolutely terrible. Why did I do this?

Date: 2014-01-05 17:22:20
First name:
Aaron
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 10 (10 is bad)
Description:Vonage is horrible. Do not subscribe!! Phone calls are mistakenly routed to other numbers, despite dialing correctly. Numerous wrong number routed to me when the caller on the other end is dialing a totally different number. And this happens over and over and over. Calls constantly dropped. Customer service won't help a bit. Issues are continuous. Service NEVER works.

Date: 2013-12-31 13:29:09
First name:
ramesh
Number of calls made to support: too
Minutes of life wasted: too much
Final level of frustration: 8 (10 is bad)
Description:I have been a vonage customer since 2006/7. Their customer service is a very good example for chasing away the customers. They are also overcharging for the service which is basically a landline. I recently cut the service and bought a vonage calling card. But the calling card support sucks worse.

Date: 2013-12-19 05:33:24
First name:
daniel
Number of calls made to support: 4
Minutes of life wasted: 180
Final level of frustration: 9 (10 is bad)
Description:I called to cancel their service as it became increasingly difficult to make and stay connected to calls. I was told by a non English speaking individual that I had to call back on an exact date to cancel and not have to pay any cancellation fees as I was under contract. I tried to explain that when I registered for their service I was never told that I was agreeing to a 1 year contract. It was like talking to a brick wall. I said cancel my account now and if you charge my credit card any cancellation fees, I will dispute the charges then hung up. Sure enough, my card was charged over $200. I called my bank and explained to them about the situation. They told me that I was not the first to have a problem with Vonage and their deceptive business practices. They issued the charge-back and 6 weeks later I received a bill. That is when I decided to do a little research and found not only their corporate office phone number and address. 23 Main St Holmdel, NJ, 07733 United States (732) 528-2600 The person you need to speak to is: Kimberly O'Loughlin. It took some time but I finally got hold of her. I explained to her my situation and she was extremely unaccommodating. She attempted to tell me that this would have to be resolved via their customer service dept. I said have you tried to call them? Not 1 person understands English. I continued by stating that it is totally unethical to have a company based in America and my money goes to pay those who don't live in my country or understand my language, American. She then told me that she would remove all charges and close my account. I asked that she send me not only an email from her personal business email address, but a letter to my billing address stating such. I did receive both. In closing, she did apologize for my trouble and hoped that my experience did not leave a bad taste in my mouth. I replied by stating "Don't you think that its ludicrous that I had to contact you to get this situation resolved when you employ those who know nothing about customer service?" I thanked her for her time and hung up. In short, don't use Vonage. They use deceptive business practices to lure you in their web.


 
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*Note: Opinions and ideas expressed in postings on WeHateVonage.com are soley those of the poster.