Vonagehell

Vonage Hell Will Nett

We are past the one year mark since our signing up for Vonage services, and while Vonage's services have been exemplary (we've never had a dropped call, and phone calls have been consistently clear), and we have even tolerated the fact that we could not change our billing date. We were told then that a cancellation within one year resulted in an early termination fee... extortion anyone? We opted to let the service run its course and cancel after one year.

This evening I spoke to a customer service representative on my Vonage phone requesting cancellation of our service as we are now past the one year mark, and have found a replacement VoIP solution. The Vonage representative was polite, we explained that although we did like the service, we found a more reasonably priced solution, and since we were past our one year mark, we would like to cancel our service.

The Vonage Customer Service Representative proceeded to inform me that since we were canceling our service prior to two years of service that there was a $39.00 early termination fee! That was NOT part of our initial terms of service, they changed it without notifying us... their customers. We tolerated being extorted for one year, but now telling me that its for two years... I am also sending this letter of complaint and request for termination to the Better Business Bureau, and the consumerist.com for consideration.

From Vonage's Terms of Service page on their website: "We may change the terms and conditions of this agreement from time to time. By subscribing to our service, you agree that we may provide to you by use of electronic communications required notices, agreements, and other information concerning Vonage, including changes to this agreement. We may give you notice of a change by posting the change on the home page of Vonage.com, on your account web page or monthly bill, in a newsletter, by e-mail, on the relevant web page of the applicable service, or by other permitted communication. Such notices will be considered given and effective on the date posted. These changes will become binding on you on the date they are posted and we are not required to give you further notice in order for you to continue using our service. By continuing to use the service after revisions are in effect, you accept and agree to all revisions. If you do not agree to the changes, you must terminate your service immediately. Termination charges will not be applicable to termination of service due to increases in price or other material changes if your account is in good standing and you call us to terminate within 30 days after posted notice of the change. When posted, this agreement supersedes all previously agreed to electronic and written terms of service, including, without limitation, any terms included with the packaging of your device. It also supersedes any written terms provided to retail customers with retail distribution, including, without limitation, any written terms in the packaging of your device. If you want to withdraw your consent to receive notices electronically, you must discontinue your use of Vonage services. If you continue to use our service, we will consider this your acceptance of any changes."--- WOW! Really? This is a good business model how?

While getting to the meat of their Terms of Service is a bit difficult I did find it. I am also posting it on theconsumerist.com in an attempt to alert others of their business model. I understand that the market is competitive and while people are flocking to such alternatives as MagicJack and Skype hurts their bottom line, extorting money from current users who wish to cancel their service is just wrong.

To make the situation clear, I WANT THE ACCOUNT CANCELLED EFFECTIVE FEBRUARY 11th, 2009. I will NOT pay any cancellation fees as I have already been a customer of yours for over a year... note, even cell phone carriers allow you to cancel after one year unless otherwise specified upfront with a 'two year' contract notice.

Update!!!* Vonage just disconnected my account! Granted, I'm paid in full up to Feb 11th and it is now Feb 3rd, I no longer have service with Vonage... and yes, to add insult to injury, they are charging my bank for early termination. I am initiating a chargeback and will fight the fees. I spoke with a rep from Vonage and they claimed that if a customer wants to cancel their account on the phone, then they cancel the account immediately, charge the customer... and that's it. Even if I do not agree to the cancellation due to the cancellation fee and the call gets disconnected. As this disrupts potential 911 service, I wonder if their policy breaks any laws? By the way, this policy is not anywhere on their website. If Vonage ever wanted me to recommend their services... they just lost my recommendation.

William M. Nett Network Engineer

Blessed are the Geeks, for they shall internet the earth