Karen of Jacksonville FL

I signed up for Vonage phone service on the internet but for some reason my credit card couldn't be processed so the order was never final. Two days later a Vonage sales person called me to ask if I wanted phone service and I said yes but the order couldn't go through. He took the order over the phone and told me I would get a box in the mail to install the phone. Two days later I noticed I was charged for TWICE on my credit card online statement for Vonage service.

I called the company and it took me three days to speak to someone. Each time I called I was on hold for over 30 minutes and one time up to an hour and still didn't get anyone. Finally on Saturday after on hold over an hour I got someone who told me I had to call back on Monday for the department that handles credits. I called back that Monday and asked to cancel both orders they charged for. I was already frustrated that they messed up the order and that it took me that long to get someone.

Two days later I noticed two more charges to my account for $41.19 each. That was over $160.00 this company has charged me for phone service I never even received. I canceled as soon as I realized they were unorganized and within their 14 day return policy but still I had to call again and do the hold and got disconnected and switched around to finally someone who said they charge a cancellation fee until they get their boxes back.

NO ONE TOLD ME THIS AT THE TIME OF CANCELLATION. The customer rep said "mam" it's in the fine print. We always charge an early termination fee. But I didn't even start service to terminate it....I"m still in that 14 day window. I had bounce checks and return check fees with the charges coming out without permission. I did not authorize them taking more money but they did it automatically. IF they had said we are going to deduct this money I could have waited a couple more days to make sure I had the money in the bank. I can't afford to throw money away that's why I went to a cheaper phone company and they have cost me more than any phone company I've ever had.