Greetings and Salutations,
I am posting about my experience with Vonage, a digital phone company. I recently canceled my service with them and I ended up being charged a disconnect fee of $50 because I was to stay with them for 2 years (I think that is absurd anyways, I've never had a job that lasted for 2 years, how can you expect people to stay with you with the way our economy is?? 2 years is an unrealistic commitment!). I don't ever recall being properly communicated that I was to stay with them for 2 years. I also called them 3 times and initially asked them what their procedure was on disconnection as I had to disconnect my internet service and was notified that I have to give them a 30 days so I assumed there must be some similar process. I was told that I could just disconnect. I was not notified of the disconnect fee and the 2 year commitment.
I wrote them a letter complaining and basically demanding a refund of that fee because it was not properly communicated to me. My letter will discuss the rest of the story. I advise people to not sign up with companies like this, especially if they with hold knowledge about their procedures.
So as you can tell by now, I do not recommend Vonage. Their service may have been okay but they are liars and misleading. If I had known upfront that I was to stay with them for 2 years, I may not have signed up with them in the first place.
Here is my letter:
Hello,
I am requesting a credit because I believe I was inappropriately charged the $50 disconnect fee. I called your company 3 times and it wasn't until my 3rd call that I was notified I had to pay a disconnect fee. I only agreed to it because I was actually moving that day. The first time I called your company, I inquired about the disconnect procedure as I was moving and my internet provider had a policy that you have to give them 30 day notice and I had only given 2 weeks.
I was not told at that point about the disconnect fee and I was just told that I can disconnect whenever I wanted.
I feel I was misled and when I originally signed up with Vonage, I was not told about the 2 year commitment policy.
I also am inquiring about how recent this policy came into effect because it may have occurred after I became a customer and therefore I was improperly charged a disconnect fee.
The 2nd time I called your company to request a cancellation for the following day, I was not notified of the disconnect fee. I was also not properly communicated in my first call that if you disconnect you are calling in the actual day you want disconnected so I ended up having to call a 3rd time.
Communication towards your customer is absolutely key to running a successful company and a successful one is where the customers are given clear directions about the service that they are using.
I believe your company has much work to do to become truly successful and I feel the service I received was inadequate.
I am furious about this situation because I feel lied to and cheated. Therefore I expect a credit for the disconnect fee. I never would have left Vonage if I was properly notified that I had to stay for 2 years but by the time I was told about the disconnect fee, I had already gone with another phone service.
I will not be recommending your service and in fact will be posting on my facebook and blog about how misleading your company is and my experience with this company.
I look forward to receiving my credit.
Thanks
Paula
UPDATE:
June 1 2009
I am here to inform that I did get a refund for the Disconnection Fee, however, I only got it because I complained to the Better Business Bureau. I tried to explain to Vonage via email how I didn't think it was a fair charge for me to receive but they did not acknowledge their mistake and I requested this get dealt with at the management level, which did not happen.
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