catbbq
December 18th, 2006, 10:06 AM
Boy do I have a rant.
I have used Voage VOIP since Dec 2003. The technical service has been good. Then, my company said to use Vonage for home office lines, so I opened a second Vonage account.
The Vonage works is the give you a device that you hook up to you broadband and plug your phone into the device. The device supports 2 phone lines. With my second account, I got a second device.
In an effort to simplify my technology, I called up and asked them to put both of my phone lines on a single device. They said a device can only be associated to a single account, so I asked them to merge my accounts. They said no problem, it would take a couple days.
Now, the first problem at this point is the fact it took about 2 hours on the phone with several people to get to this point. Additionally, each person had to reverify my ID.
A couple days later, my old home number had been transfered to the company account. That was good. But my company number wasn't working. I gave them another day for good measure and called them up.
Seems they disconnected my company number and GAVE IT TO SOMEONE ELSE! Ugh.
For the next several weeks, I attempted to get my number back to no avail. Finally I just transfered my home number to Comcast VOIP and get a new company number with Comcast. That was in November.
So yesterday, I look on my credit card and see Vonage has charged me for another month of service for Dec 16 - Jan 15. They haven't had my number since November!
I call up this morning (still on the call...) and tell them to refund the $56 and cancel my service. The guy tries to tell me I have been using it. And that I will be charge a disconnect fee because I haven't met my terms and agreements. He kept telling me he was empowered to solve my problem, but he wouldn't refund the $56 or waive the cancellation fee. He must of just been trained on what enpowerment means.
He transfers me to billing. I explain the situation again. She tells me I didn't actually want my company number back in Oct when the account merger happened. No, according to her what I asked for was for them to move my home number to my company account, disconnect my company account line, and give me a new temporary number. I told her that A) that makes absolutely no sense, and B) that is certainly not what I asked for. Then I asked to speak to her supervisor. That made her mad. She came back on and tried to tell me what I wanted again. Finally I got her supervisor.
The supervisor was much more reasonable. I once again explained the situation, said I wanted my $56 for the next month back, and the cancellation fee waived since they gave my phone number away. Finally, the supervisor agreed.
Sure she agreed, just to get me off the phone. She said she would put the disconnect waiver on my account and transfer me back to customer care to handle the cancellation. After waiting another 15 minutes on hold, I get customer care again. She once again verifies my ID. I tell her I want to cancel. Oh, she is sad to hear that, and wants to know why. I am no longer prepared to tell her, so I just ask her to cancel the service. Well, there will be a cancellation fee....
She is kind enough to give me the number for the corporate office. They connect me to the executive response team which reports directly to some executive. I left a voicemail.
The saga continues.
I have used Voage VOIP since Dec 2003. The technical service has been good. Then, my company said to use Vonage for home office lines, so I opened a second Vonage account.
The Vonage works is the give you a device that you hook up to you broadband and plug your phone into the device. The device supports 2 phone lines. With my second account, I got a second device.
In an effort to simplify my technology, I called up and asked them to put both of my phone lines on a single device. They said a device can only be associated to a single account, so I asked them to merge my accounts. They said no problem, it would take a couple days.
Now, the first problem at this point is the fact it took about 2 hours on the phone with several people to get to this point. Additionally, each person had to reverify my ID.
A couple days later, my old home number had been transfered to the company account. That was good. But my company number wasn't working. I gave them another day for good measure and called them up.
Seems they disconnected my company number and GAVE IT TO SOMEONE ELSE! Ugh.
For the next several weeks, I attempted to get my number back to no avail. Finally I just transfered my home number to Comcast VOIP and get a new company number with Comcast. That was in November.
So yesterday, I look on my credit card and see Vonage has charged me for another month of service for Dec 16 - Jan 15. They haven't had my number since November!
I call up this morning (still on the call...) and tell them to refund the $56 and cancel my service. The guy tries to tell me I have been using it. And that I will be charge a disconnect fee because I haven't met my terms and agreements. He kept telling me he was empowered to solve my problem, but he wouldn't refund the $56 or waive the cancellation fee. He must of just been trained on what enpowerment means.
He transfers me to billing. I explain the situation again. She tells me I didn't actually want my company number back in Oct when the account merger happened. No, according to her what I asked for was for them to move my home number to my company account, disconnect my company account line, and give me a new temporary number. I told her that A) that makes absolutely no sense, and B) that is certainly not what I asked for. Then I asked to speak to her supervisor. That made her mad. She came back on and tried to tell me what I wanted again. Finally I got her supervisor.
The supervisor was much more reasonable. I once again explained the situation, said I wanted my $56 for the next month back, and the cancellation fee waived since they gave my phone number away. Finally, the supervisor agreed.
Sure she agreed, just to get me off the phone. She said she would put the disconnect waiver on my account and transfer me back to customer care to handle the cancellation. After waiting another 15 minutes on hold, I get customer care again. She once again verifies my ID. I tell her I want to cancel. Oh, she is sad to hear that, and wants to know why. I am no longer prepared to tell her, so I just ask her to cancel the service. Well, there will be a cancellation fee....
She is kind enough to give me the number for the corporate office. They connect me to the executive response team which reports directly to some executive. I left a voicemail.
The saga continues.