Idahoans may receive refunds as part of Vonage settlement 

Idahoans who experienced difficulties cancelling their Vonage Voice over Internet Protocol service may be eligible for refunds as part of a $3 million multistate settlement, Attorney General Lawrence Wasden said.

The settlement requires Vonage to make significant changes to its marketing practices, honor consumer cancellation requests and provide refunds to eligible consumers, according to a news release.

Consumers with unresolved complaints dating back to January 2004 may be eligible for refunds. They must file written complaints with the attorney general’s office by March 16, 2010.

Vonage previously paid incentives to its customer service representatives if they could convince customers not to cancel their accounts, according to the news release. Customers reported that the pressure Vonage placed on them to maintain service made it difficult for them to cancel.

“When a contract allows a consumer to cancel within a certain time period, consumers have a right and are entitled to, exercise that right without undue obstacles thrown up by the other contracting party,” Wasden said in a statement.  “Consumers who were hurt will be able to obtain redress and the problems we saw ought not continue in the future.”

Additional terms of the agreement require Vonage to: record and verify telephone calls to customers; provide specific disclosures regarding the offer of “free” services; and provide specific disclosure regarding money back guarantees and trial periods.

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