Vonage Employee
@optonline.net
| Account Management (Retention) Illegal Practices!
Yes I am in fact a Vonage Employee.
Today, 9/30/2008 the Account Management department, also known as Retention pulled all but TWO agents off the phone to reduce Churn and avoid any customer cancelation request. Obviously these two agents left on the phone could not handle a large number of calls waiting to cancel their service. It piled up to the hundreds and hours of waiting time for Vonage customers, In an attempt to reduce churn for the 3rd quarter Vonage corporate office in Holmdel, NJ would NOT let any of their customers disconnect their service. Not by trying to persuade the customer into staying by offering free months of credit or a lower rate plan, they simply let their customers wait on hold until they eventually were forced to hang up!
So, any customer that was on their last day of the 30 day money back period and tried to call in today they will be forced to stay or pay a Rebate Recovery Fee for the device ( up to $79.99) and a $39.99 disconnection fee to cancel. |
|
PA23
join:2001-12-12
East Hanover, NJ
| said by Vonage Employee :
Yes I am in fact a Vonage Employee.
What I would consider a disgruntled employee, but that's not my issue, that's a Vonage issue.
said by Vonage Employee :
... they simply let their customers wait on hold until they eventually were forced to hang up!
If I were to run into this situation and gave up I would simply send a registered letter to Vonage stating that I was unable to contact them due to the unrealistically high wait times and that service is to be disconnected immediately. At that point I'd contact the credit card company notify them of the situation and the registered letter along with a copy if requested and deny any further charges from Vonage.
If you make a reasonable attempt to cancel the service, and can show that you have done your due diligence in attempting to cancel the service, you will find that the credit card company will most likely support you without much if any fuss.
said by Vonage Employee :
So, any customer that was on their last day of the 30 day money back period and tried to call in today they will be forced to stay or pay a Rebate Recovery Fee for the device ( up to $79.99) and a $39.99 disconnection fee to cancel.
Of course that doesn't help those that wanted to cancel during the 30 day trial, that may be a letter to both Vonage and the state attorney general's office.
--
It's the end of the world as we know it, and I feel fine |
|
JerseyDevil
Premium
join:2006-11-06
Englishtown, NJ
clubs:
 ·Vonage
 ·Optimum Online
| You are a 100% right.
Vonage may or may not have really done that having worked in ERT wouldn't surprise me but anyone who couldn't cancel and was within the MBG and is now out and also whoise billing date came up will get their money back if they just make their case with courtesy and professionalism to the right dept.
--
"Beer is Proof That G-D Loves Us and Wants Us to Be Happy" - Ben Franklin |
|
