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.

SAME PROBLEM I TERMINATE MY SERVICE & THEY CHARGED ME ANOTHER MONTH & WOULDN'T LISTEN TO ANYTHING I SAID CAUSE THEY KEPT TRYING TO PUSH A CHEAPER PLAN ON ME THE REP I HAD SARAH IS HER NAME WAS NASTY, RUDE & DISRESPECTFUL ON ALL LEVELS AFTER E-MAILING THEM I HEARD NOTHING NOW I'M GOING PSC, BETTER BUSINESS BUREAU & CONSUMER AFFAIRS & STATE ATTORNEY GENERAL

I used Vonage for 3 yrs and paid each year in advance. When I tried to cancel my account and get a refund for the unused months, this is the email that I got:
From: Gail Ransom-Brown <[email protected]>
Date: Mon, 5 Oct 2009 09:35:34 -0400
To: XXXX
Subject: Response to Your Recent Communication - Account #1002593

Dear XXX,

This email is in response to your request for refund of the Annual Residential Premium Unlimited Plan.

Your Annual Residential Premium Unlimited Plan renewed on April 3, 2009 and you cancelled your account September 10th due to changing to a bundled package with another carrier. Customers have 45 days from the renewal date to request refund of the renewal charges, therefore I cannot justify honoring your request.

Thank you & Have a Good Day!

Gail Brown, Customer Care
Billing Dispute Department

GO THE STATE ATTORNEY GENERAL BETTER BUSINESS BUREAU THIS GOT TO STOP THEY ARE RIPPING PEOPLE OFF!!!