Dear File @ Complain,

I need help.

I called Vonage Canada for a home phone line, when I call the first day to sign up account on 22 May 07, I asked if I can get fax from my phone, the customer care said yes. I also asked about the refund, the customer care said 30 days full refund.

But not true! I can not get and send fax with the voice phone line.

I called to cancel the phone line on 16 Jun 07, but the technical support asked me to turn off the call forward and call waiting. However, I still can not get fax.

I also send Email to customer service asked for halp about the fax problem, Miranda reply me.

I called on 19 Jun wish to cancel the phone line, the customer care said I can send the package back and get the full refund, but when she transferred me to John Luis, he said he need to change the voice line in order for me to get fax, also I can try to get fax using my computer. There will be two months for me use the service to try. I asked him, if it doesn’t work, can I get the full refund? He said yes.
(If you don’t believe me, you can check the conversation record on 18
Jun 07, 2:30pm Vancouver time)

I did not wait for two month, I try and try, did not work, I want to cancel the phone line.

On 24 Jun 07, I send email to Miranda and John, I told them the fax is not working and I want to cancel the account, but no one reply me.

I call 24 Jun 07 to the customer care, but they said Toronto office is closed.

I called 25 Jun 07 to the customer care, but they said the “system problem” can not transfer me to the manager.

I called today, 27 Jun 07, finally I can talk to John and the other manager Marianne, but they don’t get me the full refund, and Marianne charge me $158.18 to cancel the phone line.

I loss my business when my customer try to fax me, I loss the time when I try to cancel the phone one, I have called and waited so many times just wanted to cancel the phone line, and now I can not get the refund and I have to pay cancel fees. It is very unreasonable.

I want other people be aware of service like that, they will try what ever they can to keep you in service within the full refund time, and charge you what ever they can charge you when you ask for cancellation of the account.

Regard,
Vanessa Lai