For years, it has been difficult to cancel Vonage service, but it may have got harder recently with users reporting forty-minute hold times are the norm. Not only are hold times unreasonable, but they're also forced to suffer through the same agonizing recorded message for the entirety of their wait.

One annoyed Vonage customer accidentally emails us instead of Vonage support (customers mistake us for VoIP or ISP support more often than you'd think), complaining that it's been impossible to cancel her account. According to Vonage, she can't cancel because her husband set up the account:

"The last time I called was today and I waited over 30 minutes prior to speaking to someone. After I explained what I wanted to happen and went thru [sic] the verification process, I was told that only the person that set up the account could call in to cancel. -- I have been on the Vonage website reading the Terms and Conditions, Voicemail, Webaccount, Help tabs but I couldn’t find where only the person that set up the account can cancel. How can you tell me there is a policy but can’t show it to me?"

Obviously, knowing who you're emailing when trying to cancel service probably helps. However, we've dug through the Vonage Terms of Service and see nothing about your spouse being unable to cancel your household's service. If it is a policy, it needs to be illuminated to consumers.