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Call#1
Told the Account Manager I would like to cancel my service. Which yield the typical scripted customer service questions of why I would like to cancel my service after 5 years. I simply said I no longer need the service and I wish to cancel. What followed was another series of questions about how I felt about their service and why I would want to cancel after being such a "valued customer"?. I politely stated once again that I no longer have any need for the service. She then asked for my PIN and another valiant sales pitch, finally provided me with a confirmation# and confirmed my email address. She thanked me for my patronage and we said our good byes. I got off the phone and promptly received the following email.
Confirmation Number:SI9GGC1GI1
Dear,
To view important information in Spanish regarding your Vonage account, please visit http://espanol.vonage.com/emails/s-Q1-12. Para ver información importante en español sobre tu cuenta de Vonage, visita el enlace anterior.
We're delighted that you've chosen to stay with Vonage.
We're writing to confirm the terms you discussed with our Account Management representative on 06/25/2012 to continue your service on the following plan:
Residential Premium Unlimited Plan
This plan is associated with the phone number(s) listed above.
As discussed, you'll continue to be charged a monthly fee of $24.99 on the following plan:
Residential Premium Unlimited Plan
Your next billing date is 07/24/2012.
Be sure to access your online account at http://www.vonage.com to review your account details.
Call#2
Gave another Account Manager the confirmation# from previous call and asked them to rectify this situation. They repeated back to me everything almost verbatim as in Call#1. I stated again my reason and I want my service cancelled without a protracted argument. And if I'm such a valued customer, then honor my request and let's put a period on this conversation. I was inundated with even more sales pitches followed by an "special" offer to lower my price to $9.99 for a limited amount of minutes. Therefore, I just started repeating cancel my service every time he took a breath. He reluctantly said he would cancel my service at my request effective before next billing cycle. While I was one the phone with him this is the email that came through.
Confirmation Number: SNISLEVIN2
Dear,
To view important information in Spanish regarding your Vonage account, please visit http://espanol.vonage.com/emails/s-Q1-12. Para ver información importante en español sobre tu cuenta de Vonage, visita el enlace anterior.
We're delighted that you've chosen to stay with Vonage.
I chuckled...And asked the dude to send me an email confirmation reflecting what we discussed. After some more customer service word vomit, he stated he was sending an email showing the cancellation. I told him I wasn't getting off the phone until he sent it. He gave me a heart felt "hmm...keep hitting refresh". No email. The saga continues....
I'm late to the game, but now I see why the BBB has revoked their membership.
Told the Account Manager I would like to cancel my service. Which yield the typical scripted customer service questions of why I would like to cancel my service after 5 years. I simply said I no longer need the service and I wish to cancel. What followed was another series of questions about how I felt about their service and why I would want to cancel after being such a "valued customer"?. I politely stated once again that I no longer have any need for the service. She then asked for my PIN and another valiant sales pitch, finally provided me with a confirmation# and confirmed my email address. She thanked me for my patronage and we said our good byes. I got off the phone and promptly received the following email.
Confirmation Number:SI9GGC1GI1
Dear,
To view important information in Spanish regarding your Vonage account, please visit http://espanol.vonage.com/emails/s-Q1-12. Para ver información importante en español sobre tu cuenta de Vonage, visita el enlace anterior.
We're delighted that you've chosen to stay with Vonage.
We're writing to confirm the terms you discussed with our Account Management representative on 06/25/2012 to continue your service on the following plan:
Residential Premium Unlimited Plan
This plan is associated with the phone number(s) listed above.
As discussed, you'll continue to be charged a monthly fee of $24.99 on the following plan:
Residential Premium Unlimited Plan
Your next billing date is 07/24/2012.
Be sure to access your online account at http://www.vonage.com to review your account details.
Call#2
Gave another Account Manager the confirmation# from previous call and asked them to rectify this situation. They repeated back to me everything almost verbatim as in Call#1. I stated again my reason and I want my service cancelled without a protracted argument. And if I'm such a valued customer, then honor my request and let's put a period on this conversation. I was inundated with even more sales pitches followed by an "special" offer to lower my price to $9.99 for a limited amount of minutes. Therefore, I just started repeating cancel my service every time he took a breath. He reluctantly said he would cancel my service at my request effective before next billing cycle. While I was one the phone with him this is the email that came through.
Confirmation Number: SNISLEVIN2
Dear,
To view important information in Spanish regarding your Vonage account, please visit http://espanol.vonage.com/emails/s-Q1-12. Para ver información importante en español sobre tu cuenta de Vonage, visita el enlace anterior.
We're delighted that you've chosen to stay with Vonage.
I chuckled...And asked the dude to send me an email confirmation reflecting what we discussed. After some more customer service word vomit, he stated he was sending an email showing the cancellation. I told him I wasn't getting off the phone until he sent it. He gave me a heart felt "hmm...keep hitting refresh". No email. The saga continues....
I'm late to the game, but now I see why the BBB has revoked their membership.
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