Vonage

Review: We ordered Vonage telephone service about 6 months ago, around May 13, 2013. Since then, it has worked sporadically at best. Each morning, we've had to reset the Vonage box, and if we forget, calls wouldn't arrive. Our customers would just call cellular phones of our various employees so as not to deal with the cranky nature of the voip service. Yesterday, we completed a move to Time Warner Cable, and they installed it that morning. We then proceeded to cancel our Vonage subscription. After going through the time-consuming cancellation process from Vonage, I was alerted by an email saying that they had charged our business credit card on file a sum of $70 for the early termination fee. This fee is not justified, and here's why: Firstly, we purchased two lines, completely separate from each other. I was not made aware of any early termination fee when I signed up, and my confirmation email from sign-up does not reflect any such charge. Vonage has month-to-month plans, and these are the ones I was shopping for. Furthermore, it seems blatantly inaccurate, because I received my cancellation email yesterday with the final charges clearly defined, and it is stated for one phone number that we owe $70 for the early termination, but $0 for the second number. How can that be? They are both the exact same plan, and what would make more sense was either that both lines incurred the same $70 fee, or what I think should be the case, that neither line should have a fee, as I was not aware of such during purchase.Desired Settlement: I would like a refund of the one line's $70 early termination fee which was unacceptably charged onto my account.

Business

Response:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]9. The complaint is in regard to the disconnection fee associated with his account.

I have reviewed the details of the complaint and the notes on the account. Mr. [redacted] activated service on May 13, 2013 and service was terminated on December 2, 2013. In his complaint, Mr. [redacted] indicates that he was experiencing technical issues with his service and is now requesting a credit for the Early Termination Fee associated with his account.

Pursuant to our Terms of Service, an account that is disconnected beyond the trial period and within (1) year of service is charged a non-refundable disconnection fee that is pro-rated based upon the number of months in term of the agreement for a customer’s selected rate plan. However, based on Mr. [redacted]’ apparent desire to cancel service, and the technical difficulties experienced, Vonage has agreed to issue a refund in the amount of $79.05. This refund represents the disconnection fee assessed to his account and should be remitted to the method of payment on file within 5 business days from the date of this letter. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Hi, I took Vonage services in Aug of 2012. with one year contract. My first 3 months bill was around 9.99+ taxes. Then they told it will go up to 25+taxes. I was fine with that. Recently they increased the price to 27+taxes without informing me. I called them up and they told they have send me an email which I never received. So, I started shopping around. I found another service provider which was cheaper. But before moving to the new service provider I called Vonage if they will refund my payment for the partial month. The service rep said yes, they would refund my money for the partial payment. After taking the new service I called them back after one week. It was very hard to get the line disconnected. They took more than 1/2 hr to convince me to keep the phone line active. I told them that I already took the line and I don't want vonage. Finally I was able to get the phone disconnected but when I ask about the partial payment back they said they will not give as I am cancelling the services. I told it was not the same thing told by the other rep. They told No that the company policy. If this is the company policy how come the other rep gave me the wrong information. The customer rep told that anyways she can't do anything as she was in cancelling dept. I have to call the billing dept. So, I called the billing dept and they told me that they would not refund my partial payment. They told me the rep who told me that the money will be refunded didn't put any comments. This is not my problem if the rep does not put the comments. The rep should have told me the correct information and I would have taken the other service 20 days later as I paid vonage for the whole month.Desired Settlement: I need to get my money refunded for 20 days.

Business

Response:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]3. The complaint is in regard to a pro-rated refund request.

I have reviewed the details of the complaint and the notes on the account. Mr. [redacted] activated service on August 16, 2012 and service was terminated on October 26, 2013. In his complaint, he claims that he is due a pro-rated refund for the unused portion of his final monthly service fee.

Pursuant to our Terms of Service, which are accepted by our customers upon activation of an account, stated, our service automatically renews on a monthly or yearly basis (depending on your chosen rate plan) until we are otherwise notified by the customer. If a customer decides to cancel outside of the Money Back Guarantee period, all Service Fees and all other prepaid amounts for all Prepaid Service plans are non-refundable and no prorated refunds are provided. I have included the relevant section of our Terms of Service that elucidates this policy. As such, compensation is not warranted.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have received the refunded amount. Thanks a lot for all your help.

Regards,

Review: I have tried 3-4times to explain to Vonage that the service was cancelled and replaced, and they refuse to refund my charge or even recognize the cancellationDesired Settlement: money returned

Business

Response:

Attachedis the reply for complaint #[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: There is no accuracy in their responce I tried to tell them I was cancelling on 2/28 but they refused to accept this I used the phone number but was told by [redacted] that they were transferring this number to their control when they removed equipment and replaced it with theirs. Vonage continued to bill me and kept my money telling me I could not leave their service.

I want their disconnection to show I have not used their service as of 2/28 and a return of any fees charged they are not an honorable company and will never recommend them.

Regards,

Business

Response:

Attachedis the reply for complaint #[redacted]

Review: My account infor: [redacted] call cancel 12/14/2013. Date remain on account 25 days

speaking to billing supervisor [redacted] I am NOT in any contract or termination restriction

Vonage billing operate by charging against customer account 1 month in advance. However, if you miss a payment or the charge did not go through. Your phone WILL NOT work / meaning the services unavailable, they prevent your service until you paid. However, if you choose to cancel, they still force your to pay in full for the month that you are NOT receiving service because they decline it. This is under "NO Contract" plan.

I miss a payment for 3 days, and have a credit on my account for 13 dollars. I call in to cancel the account because they deny my service and it practically a rip off (36 dollars per month) that still have 25 days on AND my phone did not work due to service disruption. I am fine with paying for the 5 days that they deny service to my phone and the credit remaining on my balance would be more that sufficient to pay for that. However,I am force to pay for the entire month of service that they are denying to my phone. An unwanted service, that has NOT been serve but forcing me to pay in ADVANCE for.Desired Settlement: I would like a refund for the service that they did not provide. And I hope they would change this type of practice. They are trapping and forcing customer to pay for a service that THEY did not provide or wanted.

Review: Vonage has advertized a Global calling card at US 5.6 and 6.4 cents per minute to call [redacted] land line and cell phone respectively. I have bought the calling card but it does not work. My account at the moment shows a balance of US$5.51 and every time I try to place a call to [redacted], I receive a message of insufficient funds or the phone keep on dialing for hours on end. The occasional time the call has gone through, the call has been dropped within a few seconds of talk time thereby having no value for the dollar charged for the call. I have spent over US$4 on dropped calls and I feel cheated to buy a calling card that does not give value for money. There is no way of contacting Vonage customer support from their website and the Chat window only directs customer to a website that only directs you to load more money into the account. Their "Contact Us" link directs customers to a question and answer web page which is about how to call and load more money into the account.Desired Settlement: Refund and cancel the account.

Business

Response:

I am writing in response to the complaint received on behalf of [redacted], Vonage account ID 5[redacted]. This complaint is in regard to a refund.

I have reviewed the details of the complaint and the notes on the account. In his complaint, Mr. [redacted] indicates that he has experienced issues with his Global Phone Card and is requesting a refund of charges incurred.

Our records indicate that Mr. [redacted] has had several dropped calls lasting about 40 seconds to 1 minute. We have escalated this matter to our Mobile Team, who handles these types of issues. They have been attempting to contact Mr. [redacted] in an effort to assist. Please have Mr. [redacted] contact the representative attempting to reach him, and our Mobile Team can help resolve Mr. [redacted] matter.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

Regulatory Complaint Analyst

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Unauthorized charges, after being talked about that two times before, bad employee practices, don't giving the correct information, in April I ask to put my line in hold for six months, they continue charging me for local use, the employee never said it would charge per minute, and apologize for the bad information given to me, they return the money to me and asked me to apologized them. I called for second time and asked them to cancel the line and they promised me not even charge me 6 dollars of taxes for the bad time that they gave me. I believe in them firmly as this does not check my bank account, I check today and after that I was returned 8/21/2013 51 dollars for the error and promise not to charge absolutely nothing until January 2014, in September, October and November were charged over $ 100. I ask that deliver on their promise and give me back the charges that were made with false promises. I asked our conversations to be recorded so there was no doubt the promises and apology after apology were given. [redacted]Desired Settlement: I canceled the service. I only want that they refund the charges.

Business

Response:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]0. The complaint is in regard to the disconnection fee associated with his account.

I have reviewed the details of the complaint and the notes on the account. Based on the miscommunication regarding charges that would be incurred while on the Account On-Hold Plan, Vonage has agreed to issue a refund in the amount of $52.30 representing the difference in what was paid by Ms. [redacted], and what has been previously refunded. Ms. [redacted] had paid a total of $146.22 for charges incurred while utilizing her service while on the aforementioned plan. However, she previously received refunds totaling $93.92. This refund will be issued via the current method of payment on file and should be received within 5 business days from the date of this letter. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

Review: I have used Vonage's telephone for several years.

I have always paid a year in advance with a renewal date in the month of May.

This year I was undecided about continuing the servcice so, they were not able to process their annual billing in May, 2014.

Eventually Vonage turned off the service in August, 2014.

Recently I received a notice from a collection agency for $398 referencing Vonage.

I called Vonage today and let them know that billing me for a full year is highly unethical and could be illegal.

The Vonage customer service person told me that, since the bill had already gone to collections, there is nothing they can do.

I told her that I would file a complaint with the Revdex.com and the NJ State Attorney General.Desired Settlement: I want Vonage to retract the collection order.

I want Vonage to order the collection agency to remove any history of this collection from my credit history at all three credit bureaus.

I absolutely refuse to pay Vonage for a full year of service.

I am willling to pay for the four months that the phone number was active but only after the collection agency proves that this data has been cleansed from my credit history.

And I would really like to see an apology from Vonage for attempting to steal $398 from me

Business

Response:

Attachedis the reply for complaint [redacted] ([redacted])

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Vonage provided a phone number [redacted] as part of sale, and this number never worked and failed to repair or make it work, but continued to charge me for 5 months for a non working phone service.Desired Settlement: Refund + monetary damages for providing a non working number and the pain I had to go through to resolve the phone issues with technical support and customer service, atleast 12 hrs spend back and forth

Business

Response:

Vonage complaint reply [redacted] ([redacted])

Review: On October the 6th of 2013 I switched my Vonage Account from an Annual Subscription to a monthly subscription, as I planned to leave the service in the coming months. Instead, my account was charged for both a monthly payment AND and Annual renewal of $368.76, something I did not notice until late November. I reached out to customer service on December 1 and was told there was nothing they could do. I did not authorize this payment - why would someone switch to a monthly subscription and still wish to pay an annual fee? I have since left the service and do not believe they should have advance charged me for something I did not want or wish to order.Desired Settlement: I believe that my [redacted] that was charge should be refunded in full, less any charges that would have applied to my service until the date I formally disconnected service on December 17.

Business

Response:

Vonage complaint reply #[redacted] ([redacted])

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I was a vonage customer for the past four years, I cancelled my service today and there are around 26 days left in the billing cycle. Vonage charged for the current month upfront and now when I am cancelling the service they are not returning my amount (prorated amount).It might be part of the Terms and conditions, it is my mistake for not reading. But when all the business returns the prorated amount when the service is cancelled why vonage should be different.Desired Settlement: I would like to have my prorated amount credited back to my bank account.

Business

Response:

December 19, 2013

Revdex.com of New Jersey

1700 Whitehorse Hamilton Square Road Ste. D-5

Trenton, N.J. 08690-3596

RE: Customer Name: [redacted]

Complaint Number: [redacted]

To Whom It May Concern:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]. The complaint is in regard a refund request.

I have reviewed the details of the complaint and the notes on the account. Based on [redacted]’s apparent desire to cancel service, Vonage has agreed to issue a refund in the amount of $ 35.21. This amount represents the last monthly service fee charged to [redacted] on November 26, 2013, and should remitted to his method of payment on file within 5 business days from the date of this letter. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

Regulatory Complaint Analyst

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Vonage Customer service is awful. Reps will give two drastically different answers to the same question. Random fees nearly double the $9.99 plan I originally signed up for - half of the fees are essentially for absolutely nothing (and aren't government mandated taxes/fees).
Call quality is awful and there always seems to be something wrong with the router or the network.
At this point I just want to cancel my service with them, but the early termination fee is higher than the amount of money left to wait out my contract. So either way I'm stuck paying for awful service I'm not even using.

Review: I had Vonage for my phone service. They were unable to provide service (quality of sound was either bad or not at all) for the last month.

I cancelled the service and got a new provider. Vonage did not release my phone number, completely. Every time I contact them they say 24 hours. But after 24 hours no solution. I now have been without a phone that can receive calls for 6 days and still waiting.Desired Settlement: I want my phone to work again. I am 82 years old. I think they owe me the a months phone cost of $26.00. They were unable to provide the service for several weeks. I called and was on hold for over an hour, then disconnected TWICE. I finally ended up doing on line support. They could not provide the service, then could not release the number. If they don't solve this problem, I will be even longer without a phone.

Business

Response:

Attached is the reply for complaint [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I bought a Vonage Global digital calling card. I have money on the account. I am unable to use the card. I have left voice messages and email messages as they have directed. I have spoken to people who have transferred me to people who can't help or put me on hold for a long time. No one is able to help. No one calls me back. I was on the phone getting transferred or on hold for about 3 hours yesterday. I want my money back.Desired Settlement: I would like someone to help me. If they did, I would like to be able to use the service. but I am hesitant and if no one can help me, then I want my money back

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The complaint with Vonage has been resolved. No further action needs to be taken.

Regards,

I've cancelled my service with them 3 times and they continue to bill at will. Their support is broken, you can't chat with them, you can't login to their support center - they will do anything to keep billing you. If your credit card expires, they will immediately start sending threatening emails and calls. They are a predatory company who doesn't care about anything except stealing your money.

Review: I called customer service to cancel the service on 11/21/2013 due to bad service, and that the phone adapter is broken. Despite multiple refusals, they offered to give a one month bill credit so I can try one more and then decide to cancel. The bill cycle ends on 12/24/2013. As I was travelling for Christmas holidays. I called back on 12/28/2013 to ask them to cancel the service as I was not happy with service. Vonage never informed about by any communication regarding the end of the complimentary billing period on 12/24/2013. Vonage gave me new bill of $38 to pay for the next month from 12/24/2013 to 1/23/2014. They trap innocent customers with dubious offers as such without letting them cancel and trap them into more bills. I asked to cancel the service right now, and requested a pro-rated bill for 4 days. They refused that, and asked me to pay for the entire next month's service. Such dishonest practices must be strongly condemned.Desired Settlement: cancel the service with immediate effect on 12/28/2014. Cancel the associated bill dated 12/24/2013.

Business

Response:

Vonage complaint reply #[redacted])

Review: I signed up for 12 months of VOIP service with Vonage. After five months, they've informed me they are unilaterally changing my plan to one with a higher price. I am not allowed to cancel the plan without incurring cancellation fees. They told me they are doing this to all customers with my plan. That must be a lot of people.Desired Settlement: Honor the contracted rate for 12 months, then they can do what they want.

Business

Response:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]8. This complaint is in regard to his.

I have reviewed the details of the complaint and the notes on the account. Ms. [redacted] activated service on July 13, 2013 and her service in currently in ‘Active’ status. In her complaint, Ms. [redacted] states that her calling plan ($11.99 U.S. and Canada 300 plan) is changing. As a result, she is requesting to keep the same plan through her 12 month commitment period.

Vonage periodically evaluates our calling plans to ensure that our customers are receiving the best value. A company decision was made to retire the U.S. and Canada 300 plan and introduce a new plan that provides greater value. The U.S. and Canada 400 plan includes 100 more minutes for just $1.00 more per month.

However, due to the inconvenience, Vonage has agreed to issue a recurring credit of $1.00 for the next 6 months. These credits (in $1.00 increments) will be placed on Ms. [redacted] account prior to each billing cycle to offset her current rate at $12.99 plus taxes and fees. After the next 6 months have passed, no further compensation will be warranted. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Trying to get a refund for discontinued service. Apparently if you pay for 1 year of service in advance(and they entice you to do this to get a better discounted rate), if you discontinue/terminate service before the due date or your anniversary date, you will not receive a refund. Vonage states their system does not allow for any type of credit with pre-pay customers. The policy for Vonage addresses if you want to receive a refund from the prepay plan, you have to do this 45 days after the payment was made. The policy does not address early temination of services. This is not documented and indicated up front.Desired Settlement: Would like to receive a refund for 1.5 months of service plus all taxes that are associated with the service.

Business

Response:

To Whom It May Concern:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]2. The complaint is in regard to a pro-rated refund request.

I have reviewed the details of the complaint and the notes on the account. On August 28, 2008 Mr. [redacted] elected to be billed yearly via our Annual Pre-Paid Plan. Our service automatically renews on a monthly or yearly basis (depending on your chosen rate plan) unless we are otherwise notified by the customer. If a customer decides to cancel outside of the Money Back Guarantee period, all Service Fees and all other prepaid amounts for all Prepaid Service plans are non-refundable and no prorated refunds are provided pursuant to our Terms of Service. I have included the relevant section of our Terms of Service that elucidate this policy.

F. Fees Upon Disconnection

1. Disconnection by You.

If you attempt to disconnect service for one or more of your lines before the end of your current service term, you will be responsible for all the charges for your current term that are applicable to the disconnected line(s), including unbilled charges, plus an Early Termination Fee per line, if applicable, as provided in Section 8(G) below. Cancellation is effective on the date you or we cancel or which you designate as the cancellation date (future disconnection date). Annual prepayment plan charges are not subject to refund. If your service is cancelled before the end of your billing cycle for any reason by you or us, there are no pro-rated refunds. Charges for any overages, payphone calls to Vonage toll free numbers, and out-of-plan international calls or any other features and services outside your rate plan are separately billed and charged to your selected payment method after cancellation. In addition, if you obtain a product or service from us (e.g., a phone Adapter) for which a rebate or benefit was given to you that was conditioned on maintaining your Vonage service for a specified length of time, and you disconnect service before the end of that period, you agree to pay us the applicable recovery fee and/or Early Termination Fee. See Section 8(H) below. On multiple line accounts, any Early Termination Fee arising from a cancellation of a line that is subject to an ETF must either be paid upon cancellation or the remaining ETF balance may be transferred to one of the other lines on that account. Such ETF balance continues on the account until either the ETF obligation has expired or been satisfied.

These terms are explained during the signup process, in our Terms of Service, and on our website. As such, all charges have been properly levied in accordance with our Terms of Service. However, as a final courtesy, Vonage has agreed to issue a pro-rated refund in the amount of $37.07. This amount represents the one (1) remaining month that Mr. [redacted] paid for his Annual Pre-Paid Plan and will be remitted to the method of payment on file within 5 business days from the date of this letter. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

Regulatory Complaint Analyst

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, in the future I feel Vonage should be more upfront with this particular term of service since they entice you to prepay for the year to receive the added discounted monthly fee.

Regards,

Review: I signed up for Vonage as a first time customer through a phone customer representative. The phone representative did not inform me that the $9.99 rate was an introductory rate that would expire after 3 months. I was surprised when I saw a steep increase in my monthly Vonage bill. I checked over the contract that was emailed to me when I signed up. It also did not mention a 3 month introductory rate that would change after 3 months. I called the Vonage representative ([redacted]) on 6 Oct and he asked me to send the email contact to his boss, [redacted]. [redacted] assured me that his boss would respond within 24 hours. It is now 10 Oct and I have not yet received any response from Vonage. My account info: Account Number: [redacted]9 Order Number: [redacted]Desired Settlement: I request that Vonage honor the terms of the contract. I emailed the terms of the contract Vonage sent me May. I request that Vonage give me a refund for what was charged in excess of what is stated in the contract. I am an active duty servicemember serving in China. I like the service that Vonage provides me but I am not satisfied with their business practices. I also request that Vonage contact me by email since there is a large time difference between Beijing China and New Jersey.

Business

Response:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]9. The complaint is in regard to the promotion elected at sign-up.

I have reviewed the details of the complaint and the notes on the account. Mr. [redacted] activated service on May 31, 2013, and his service is currently in ‘Active’ status. In his complaint, Mr. [redacted] indicates that he elected a promotion that offered $9.99 plus taxes and fees per month for the first 12 months, and thereafter he would be charged the regular rate for this plan at $25.99 plus taxes and fees. He is now requesting a plan adjustment to reflect a 12 month promotion.

Vonage does not, nor has it ever, offered a 12 month reduced rate promotion during sign-up. However, based on the miscommunication regarding Mr. [redacted]’s rate plan upon sign up, Vonage has agreed to issue a recurring credit of $15.00 each month over the next 9 months. These credits (in $15.00 increments) will be place on Mr. [redacted]’s account prior to each billing cycle to offset his current rate at $25.99 plus taxes and fees and will match the original promotion of $9.99 plus taxes and fees for 12 months. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

Regulatory Complaint Analyst

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Cancelled 2yrs ago but they have been charging every month for all that time.Desired Settlement: I want my money back for the last 2yrs.

Business

Response:

Attachedis the reply for complaint #[redacted]

Review: Last week, my Vonage VOIP phone number was stolen without my consent, and as of two days ago my phone service has been discontinued without my consent.Desired Settlement: I'd like to get my phone number ([redacted]) returned to me, and my phone service to be restored by the same service provider. I'd also like to understand how Vonage transferred by phone number without my approval, and what measures are they taking to protect my personal information in future.

I will not be paying any lost service time nor will I be paying for any other fees/charges, etc.

Business

Response:

Attachedis the reply for complaint #[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because, though the phone number was recovered and service restored, I would like to know what measures are being put in place to ensure no customer's phone number ever gets 'slammed' or transferred without the current phone number owner's consent. The reason for requesting for the measure to prevent such issues reoccurring (either to me or other customers) is my concern with respect to the privacy of customer's information and identity theft.