Vonage
Complaint 201336 Details

1. The Representitive at Walmart 19th Ave- Bell Rd tells me that it would cost me is $9.99 plus taxes, and other fees for 3 months. However, when I checked my bank account there was a charge of $19.06 on the 19th of November, and December of 2012.

2. Once I returned home and viewed the diagram on how to plug the lines in in order to use the Vonage line which is set up as our business line. I then called their Tech-Support (10:30p.-11:00p) AZ time, and come to find out that there tech-support is closed. How can tech-support be closed at that time when the box reads 24/7 Tech-Support.

3. Then on January 17, 2013 I called them and talked to a lady name, Ella. She tells me that I would be charged 19.06 which includes taxes, and other fees. Plus she tells me that there has been usage on your account (mine) since November 19, 2012 for 2 minutes. I ask her, how can there be usage when the Vonage Business Line when your equipment has not been working properly. She then proceeds to ask me about transfering me over to tech-support now since there open. I told her, " NO," and proceed to request to speek to her suppervisor. She (Ella) tels Don, "the account will be canceled and I (Ella) will send her (Christine) a confirmation letter via her (Christine) e-mail.

4. Finnally, I was able to speek to her Supervisor. His name is, Appollo. However while I was talking to him about the issue stated in the above paragraphs. He insisted that I keep the account, and be transfer to Level 2 Tech-Suppot because they are more proffessional. I was trying to tell him that I don't want to be transfer to Level 2 Tech-Support, and that all I wanted is, cancel my account, the charges of $19.06x2 be put back into my account. He tells me that he can do this, refund a charge if I speak to someone in Level 2 Tech-support. Well, since he (Apollo) wasn't listening to me.... I told him that he has my permission to talk to Don the owner of the company.

5. While the Supervisor was talking to Don... that he (Apollo) insisted that Don speak to a Level 2 Tech, and that there is no way Vonage would refund the amounts back into my account. Don asked to speak to a higher Supervisor.

6. The higher Supervisors name is, Beth. Once on the phone, she asks who is she speaking with which is fine. Don says, "My name is, Don. I'm the Owner of the company." She then asks him, "May I speak to Christine Chance?" Don hands me the phone, and I said, "This is Christine Chance, and I give you guys permission to talk to Don." I then handed the phone back to Don. He proceeds to talk to her about neither Ella nor Apollo would not listen to her (me), what I wanted. She then checks the account to see if I'm elgible for the refund. Minutes later comes back on the phone to tell Don, "No, she is not elgible for a refund for those two payments in the amount of $19.06 (for: November, and December 2012), and of course... she too didn't listen to him either. He then tried telling her that he is going to hand the phone back to her (me) in order for her (me) to write the higher supervisers name down due to our home phone is about to loose charge.

7. Once our home phone lost charge, Beth the Higher Supervisor calls back on my cell phone to ask me about the canceling of the account today, and that she would send me a confirmation number via my e-mail. I ask her, "Does that include both those charges one for Nov, and one for Dec being put back into my account?" She says, "No. There will be no refund due to that you (Christine) are out of the 30-day money back. I simply repeated to her what Don has already said to her, and that was, "You (Beth, Ella, Apollo, Vonage CO) has three days in order for that money be put back into my (Christine) account otherwise there will be a Law Suite filed against you (names which are listed in the above paragraphs) plus you will be dealing with my bank.