The Federal Trade Commission (FTC) has taken action against Vonage, an internet phone service provider, for charging junk fees and making it difficult for customers to cancel their service. Allegedly, Vonage used deceptive tactics, including dark patterns, to obstruct the cancellation process, and even charged customers after they requested service cancellation. Under a proposed court order, Vonage may have to pay $100 million in refunds to affected consumers. Additionally, Vonage must simplify and clarify its cancellation process and cease unauthorized charges on consumers.
One disgruntled customer, Anjali from Sugar Land, Texas, described their experience as "the absolute worst professional and personal experience" with issues like voice quality, equipment, voicemail loss, spam calls, and overall service quality. The FTC is taking steps to compensate affected customers by sending payments to 389,106 consumers, with a median distribution of around $197 per person. Recipients should cash their checks within 90 days, and those without an address on file will receive a PayPal payment to be redeemed within 30 days. For payment-related inquiries, individuals can contact the refund administrator, Epiq, at 1-877-525-4728 or visit the FTC website.
Importantly, the FTC does not require individuals to pay money or provide account information to receive a refund. If someone posing as an FTC or Vonage representative requests money, it is advisable to hang up and contact the FTC directly.
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