Vonage vent, had letter from debt management yet we don't owe money

madhouseof4

am posting this on behalf of my hubby.

This morning we recieved a litter from a Debt recovery service team for £43.59, claimed as monies outstanding for Vonage. The sory is below. Any adive or help is much appreciated. I am also taking it up with CAB.



I'm hoping you might be able to give me some advice.....

The short version is I'm being charged an early cancellation fee for an internet phone service I've had for over 12months, because the current provider of the service 'Vonage' who took over my original account from Freetalk won't accept that my contract started 6 months earlier. They say the 12 months didn't start until it was transferred to them.



This is the longer version.....

I bought a 12 month pre-paid Freetalk internet telephone package in Feb/Mar 2006 from a Currys store. In Sept 2006 another company called Vonage took over the service for all Freetalk customers and I received an email , plus several later reminders that I needed to contact Vonage to continue the service ( pasted below ) :

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Dear freetalk customer,

Freetalk has partnered with Vonage, one of the world's leading internet phone services!

From 19th September 2006, your internet phone service will no longer be supplied by the existing freetalk network, but by Vonage, to give you continuous excellence in service, at the same low price, with even more great features.

To ensure seamless continuation of your service, with the same phone number, all we ask is that you call Vonage on Freephone 0808 178 3403 (lines are open now, 24/7) before 16th September 2006.

With Vonage you will...

Keep your existing freetalk telephone number
Keep the same low price plan as your current freetalk service - both Monthly and One Year customers keep their existing freetalk pricing plans
Keep on making unlimited calls to landlines in the UK, also in the Republic of Ireland - talk for as long as you like, as often as you like
Enjoy low international and mobile call rates - always as low as freetalk rates, in some instances even lower
Make free calls to other Vonage customers, 1.8 million customers worldwide
Call 999 to speak to emergency services - we hope you'll never need to!
Enjoy even more great features, such as fax availability and voicemail to e-mail notification, from one of the world's best known and fastest growing VOIP providers
Receive a new Motorola VT2442 telephone adapter and four port router - it's small, stylish and easy to set-up!
Benefit from Freephone Customer Service Support, 24/7, 365 days a year

To ensure a smooth continuation of service, please call 0808 178 3403 - lines are open today, 24/7, with advisors happy to answer any questions.

One Month Free
As a welcome present for freetalk Monthly customers joining Vonage, as well as keeping your existing low price plan, you'll receive the first month's unlimited calls to landlines in the UK for free!

Want more Info?
To find out more, including answers to frequently asked questions, visit http://www.vonage.co.uk/freetalk

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I duly called the number given as I still had 5 months left of service I'd paid for, but had decided once the 12 months had expired I'd no longer use the internet phone due to the lower call quality compared to a normal landline and issues of it being affected if anyone was dowloading large internet files at the same time.

I assumed as it was a pre-paid package that once I'd used up my 12 months that would it end, but I then had an email from Vonage last week to say they couldn't collect the £9 charges I owed them , and upon querying it was told that the service had rolled over at the end of my original Freetalk deal I was now automatically on their monthly service.

I asked to be transferred to the cancellation team who then informed me that because the account had only been with them since Sept 2006 I must pay a cancellation fee of £ 23.99 on top of the extra £9 in subscription charges I'd incurred. I argued that my contract had originally started in Feb/Mar 2006 and I should not incur an early cancellation fee just because Freetalk had transfered their customer base to Vonage , but they insisted that this was the case. I managed to complete the cancellation and received an email asking for the total amount £33.59, luckily the debit card details I had to give them originally ( for delivery of the new adaptor box that replaced the original Freetalk one ) were no longer valid as I'd had to change cards since, but despite an email explaining the situation they still want the cancellation fee. This is the email I received:-

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Dear madhouseof4's hubby (!),

We understand from your email that you are disputing the disconnection charge.

When FreeTalk was no longer in business you had the option of continuing service with
us. We gave FreeTalk customers the option of continuing service with us, however when
you opened an account with us it was required for you to be in service for the next 12
months or else there would be a disconnection fee. The disconnection fee cannot be
waived if you discontinue service before the 12 months have expired.

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I have emailed back once again that I believe I should not have to pay an early cancellation fee when I had no choice but to continue my service through them and not Freetalk, I didn't 'opt' to join Vonage - I had to do it to get the rest of what I'd already paid for and shouldn't be penalised because of a situation beyond my control. I grudgingly accept that they provided a service for an extra month or so ( though I never used it ) and would pay the £9 if necessary , but it seems wrong that they can enforce a £23.99 cancellation fee by using the date of transfer as a starting date for the contract and not the original start date.

They have responded in the same way once again to my 2nd email and I'd be extremely grateful for any advice on where I stand legally on this matter as I seem to get nowhere with their US based call centre.



Thanks & Regards