PAT - please remove my email address -- too much SPAM.
I signed up with Vonage a while ago (taking advantage of PAT's offer). I decided that I wasn't using it enough (plenty of minutes with free LD on my cell) and tried to cancel.
I called on 3/18, sat on call for at least half an hour, got transferred to regular customer service who could not take the cancelation order. I was given a tracking ticket and a promise that I'd get a call back in a day or two. At the same time I also requested cancellation using their web page.
I finally called again on 3/24, sat on hold for a while and finally was connected to the "retention department". It took about 5 minutes (mostly on hold) to handle the actual cancellation. The clerk was very helpful. When I mentioned my 3/18 call, she told me that they had over 3,000 tickets in queue waiting for calls back and that it was "a staffing issue" (they need more people).
David B. Horvath, CCP Consultant, Author, International Lecturer, Adjunct Professor Member: ICCP Educational Foundation Board and ICCP Test Council; Chair of LPR&GC CMP