-->

Ohio AG Cordray announces restitution by Vonage to Ohio customers in settlement

November 16, 2:38 PMColumbus Government ExaminerJohn Michael Spinelli

Previous

Comment Print Email RSS Subscribe

Subscribe

Get alerts when there is a new article from the Columbus Government Examiner. Read Examiner.com's terms of use.

Email Address Include other special offers from Examiner.com Terms of Use

Ohio Attorney General Richard Cordray (Photo/AP)

COLUMBUS, Ohio -- Ohio Attorney General Richard Cordray announced that Ohioans will now be eligible to receive refunds from Vonage, one of the nation's largest providers of Internet-based phone service, for issues dating back five years, as part of a multistate settlement.
The settlement, signed by Ohio Attorney General Richard Cordray and made public Monday, requires Vonage to give refunds to eligible consumers who have filed complaints dating back to January 2004 as well as those who will file complaints through March 16, 2010.
Cordray, a Democrat running for a full term next year against GOP endorsed Mike DeWine, said in prepared remarks that Vonage is being held accountable for customer service and advertising practices that led Ohioans to be confused and dissatisfied. "As a result, consumers who had an issue with the company as far back as 2004 still have the opportunity to get a refund by filing a complaint with my office within the next 120 days," Cordray said.
An agency spokesman said the agreement is in answer to hundreds of complaints from consumers throughout the nation who had difficulty canceling their Vonage service. Kim Kowalski said that prior to the settlement, it had been Vonage's policy to pay additional incentives to its customer service representatives for retaining customers who called to cancel, causing many consumers to find it nearly impossible to terminate service. The settlement puts strict limitations on this practice and requires recording and verification of these phone calls.

Kowalski said the settlement also addresses a number of other advertising practices that have led to consumer confusion about the cost of Vonage equipment and service. Specifically, Vonage will be revising its disclosures regarding offers of "free" services, money back guarantees and trial periods.
As a result of the settlement, Kowalski said that a broad restitution plan requires Vonage to make refunds to eligible consumers – both those who filed complaints dating back to January 2004 and those who will file complaints through March 16, 2010 (120 days from settlement date). Vonage will also pay $3 million in civil penalties to states participating in the settlement. Ohio will receive $45,000.
In order to receive refunds under this settlement, Cordray is asking Ohioans who feel that they have been charged by Vonage for unauthorized services or products, paid for Vonage services after cancellation or did not receive the benefit of any advertised money back guarantee, to file complaints with his office through www.SpeakOutOhio.gov or by calling (800) 282-0515.
To view the settlement documents visit www.OhioAttorneyGeneral.gov/VonageSettlement.
Follow me on Twitter @ohionewsbureau. Read more stories on Ohio people, politics and government here.