And we used to love them so...

This past Thursday, whilst we were busy moving and such, they charged us for a FULL YEAR OF SERVICE all at once. We had agreed to this and paid for this in FEBRUARY, but NOT this past Thursday. We were understandably surprised when they emailed to say "Hey, thanks for paying your next year's bill!!"

DH called immediately to get them to reverse the charge... we'd already PAID, thank you, this was OBVIOUSLY a mistake. After more than an hour, they claimed they didn't have anyone there who could, and could we call back tomorrow, thanks?

We called back at 3 today, understanding that they'd have been working on GIVING US BACK OUR MONEY. We had a help-desk ticket number and everything... surely they weren't just KEEPING our money? After 75 minutes, John had gotten up to a manager who claimed he was only authorised to give up to $200... and he'd do that within the next two hours, and he'd call back as soon as he had it worked out. DH said fine, but he was going to call back in an HOUR to check on his progress and obtained the guys extension from him. When he called him back an hour later, as he said he would, no one would connect him. It took him another 75 minutes of explaining ALL OVER AGAIN to SOMEONE YET AGAIN NEW what was wrong and why, excuse me, it's not OK for you to take $300+ from us and then wait 7-10 business days to return it. Finally, he got the new guy to credit back as much as he claimed to be allowed, but again, bowing and scraping and making the impression that he wasn't allowed to do that... and if the higher-ups found out he'd returned any of the money, he'd be fired.

Um, no. Getting fired for STEALING our money? OK. Getting fired for refusing to give it back? OK. Getting fired for lying to a customer? All understandable. Getting fired for giving money STOLEN FROM A CUSTOMER? Um, NO.

We'll check on Tuesday. If we don't have every penny back, we'll be leaving Vonage, we'll be making phone calls, and if we have to fight a legal battle, oh, we'll fight, and we'll fight HARD. I'm beyond angry.

If it's back Tuesday, DH has decided that we'll finish what's left of the one year we pre-paid for... and then we'll get new phone service. If it was up to me, we'd be looking for a new provider NOW.

Do you have Vonage? Double check your bill... make sure they didn't stuff their hands in your pockets, too.