cancelling vonage

susanuaz

Hi Just wanted to post this for some advice but also wanted to warn others so they won't be caught out by this.
Got a call from vonage offering me thirty days to try out there internet phone service to get this service you have to buy the equipment from them fair enough PRICED at £14.98was told that if the service didn't suit myself all i had to do was cancel the contract by the thirtieth day and I would get a refund when they recieved the equipment back. My hubby set this up for the day and himself and my son were having big problems with the ping on the games they play ie.they were unplayable. Anyway not really the point I decided the service wasn't for us. On the 27th of march I sent the equipment back with a letter clearly stating that I wanted the account shut down asap. I made sure they would have the equipment back within the thirty days. Also to add they only accept payments by credit or debit card mine being a debit card. On the 4th april they took £5.99. Once I realised that they had took money instead of giving me the £14.98 back I emailed them. I have e-mailed them about five times asking them for the money back. Friday night went onto my internet banking and low and behold another £5.99 taken. Phoned them this morning and they say sending the equipment back does not mean you want it cancelled they have told me if i looked at the terms and conditions it states clearly that i have to phone them. They say I owe the £18. so allin I have paid them 14.98+5.99+5.99=26.97 +18.00 iv'e still to pay total for trying out a free service £44.97. Surely they can't expect me to pay for a service when i don't even have the equipment to use the service. Myself and my hubby are on benefit's and money is tight that will teach me to try save money!
Hope no one else gets these charges. I asked the operator to not use my card anymore and she refused to take the card off the account. It used to be you phoned the company and they told you to let them know in writing now it's the other way around.Please don't get caught out like i did.
If anyone knows how i can fight this feel free to reply to post thank you for reading my very long rant.
Susan

EnzoVNG

Hi Susan

I am Enzo and I work at Vonage, I hope you are well.
I just wanted to make sure you had received my private message as I haven't heard from you

I really wanted to help you out with this, I am extremely sorry and I hope you accept our sincerest apologies

Could you please contact me in private, maybe a direct message on here, and we can see what we can do on this matter?

Thanks a lot
Enzo @ Vonage

Twitter: twitter.com/VonageUK
Facebook: !!!!!!/2wA8Sc