Run from this company. No Customer Service
Complaint
Jay F.
Country: United States
In November 2006 I applied for their 30 day trial, and I have to tell you that I've never dealt with the worst company.
They connected me in the first week of December. Actually, they installed their product successfully but for some reason after spending several hours installing, they could not get it to connect. They gave me a month of credit, and I was without the service for the next 3 weeks.
A month later I got my bill which included the charge for December and January + a "disconnect" fee. I called many times their customer service spending overall two hours on the phone, mostly on hold.
I asked how they could charge for a service they never provided and a disconnect fee for something they could never connect. I wrote to their complaint department and they came back saying, "Sorry, the service wasn't canceled within the 30 day trial period, so we are going to keep the money!"
They connected me in the first week of December. Actually, they installed their product successfully but for some reason after spending several hours installing, they could not get it to connect. They gave me a month of credit, and I was without the service for the next 3 weeks.
A month later I got my bill which included the charge for December and January + a "disconnect" fee. I called many times their customer service spending overall two hours on the phone, mostly on hold.
I asked how they could charge for a service they never provided and a disconnect fee for something they could never connect. I wrote to their complaint department and they came back saying, "Sorry, the service wasn't canceled within the 30 day trial period, so we are going to keep the money!"
Comments
I had been a Sunrocket customer for several months and received an offer from Vonage via overnight letter to "quickly" transfer my number and continue uninterrupted phone service. I signed up for the offer, filled out number transfer requests and 911 dialing addresses within an hour of receiving the letter. I received the "free next day" delivery of equipment three days later and installed it (I forwarded the calls via the Sunrocket website to the Vonage virtual numbers). I didn't hear anything from your company for three weeks, but continued to get notices from Sunrocket about disconnection. On the 22nd day after signing up with Vonage my Sunrocket service was disconnected and calls to my telephone numbers were met with disconnection recordings.
I called Vonage to find out what had happened and was told that there was a problem with the number transfer requests and many were lost (trouble ticket #13752554 & 13752605). The agent said that the problem would be resolved within 24 hours. I left for on vacation three days later. When I returned from vacation I found out that I would have to start the number transfer requests all over again. My wife said that enough was enough and insisted on switching back to AT&T. Because this process took 34 days, when I called to cancel I was charged $50 per line for equipment that they wouldn't take back, $19.99 per line shipping and $39 per line disconnection fee. I have never hated a company this much and will tell this story to everyone I can.