I am appalled by the treatment of my mother, who is a senior citizen in Long Island, NY by the phone company, VONAGE. She signed up for service in December, promptly cancelled service and returned the equipment, but they keep billing her monthly for service she doesn't have.
Frustrated, she called me to ask for my help. I was sure I could straighten this out, but incredibly, and just like my mother said, they actually REFUSED to cancel the service when we called them. In addition, there was no record of her calling to cancel the service prior to this phone call. I was simply stunned. I asked again and again, "Are you saying that you will not cancel service and refund this woman's money for services she never used?" Not only did they refuse the refund, but they said they would charge her a cancellation fee and an equipment fee, for an additional 99 dollars.
I begged and pleaded with the rep, who claimed she "couldn't do anything to help", but incredibly kept pushing to have my mother sign up for a cheaper monthly service plan. No matter what I said, this rep continued to push the plan!
Exhausted, we hung up the phone and my 80 year old mom went to the bank to close her account, since it seems that is the only thing she can do to get them from charging her monthly fees.
I went to the consumer affairs website and apparently, lots of other customers nationwide have experienced this same scenario. There should be a news expose on the terribly business practices of this company! People should know before they make that call to start service.
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