Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Resubmitting, as they said my complaint to residential, not business. Over 30 years ago, I got my current phone # through Vonage. Had minor problems and reaching customer service was easy, though rarely necessary. I travel a lot and for whatever reason, I switched to ***** well over 25 years ago and never had a problem. ***** shut their doors in May, and they gave warning, but I forgot. I was off to ******, ************* last April, & could not lose my number of 30 years & only international contact from foreign Countries. I had a friend in the same boat, he went to Zoom, which was actually less money. I opted for Vonage, as had previous good experience with them. I erred humongously. I could not get through to sales, I would leave messages & they would not call me back, that should have been my first warning sign. Finally, I reached a very nice lady in ******************* proceeded to sign me on the dotted line by lying through her teeth to me; about international rates; most importantly, the time to port my number, as was leaving in a week. She promised it would happen early in the week, it did not. Miraculously, I reached someone in customer service; they were based in **********, I dealt with a ******* there, though had to call a few times, and others in same office and new here. I believe they have an office of about ten to handle all customer service problems and only saying that half facetiously. ******* almost singlehandedly restored my faith in Vonage. She tried her best to solve my problems and we talked often that week. She got my number ported. Found out I could not have a residential line, as for whatever reason, residential lines could not be used on a laptop, my main source of communication. I was told that Business lines could not SMS, which would have caused me to leave if time not of essence, as could not port my number to another service before my departure. I am almost done with my complaint; will upload below, as not enough room here. Thank you!

  Business Response

  Date: 07/28/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. **** ******. The complaint, logged on 07/23/2025, relates to Mr. ****** having account issues surrounding 2FA (Two Factor Authentication).
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ************** account. An agent from our Executive Response Team ("ERT") contacted Mr. *************** they were successful at updating Mr. ******** 2FA preferences.  Mr. ****** is now able to log into his account without any issues.  We have also issued Mr. ****** a credit for the inconvenience.  Vonage considers this matter resolved.

  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

• Initial Complaint

  Date:07/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in February 2025 I contacted Vonage Business inorder to purchase ************* for my business. The service included a phone number that I could use on my website. The salesman told me that to keep the price of the service down i would have to apply for a one year contract wich i agreed to. I was given a phone number that I place on my website. Unfortunately Scammers got a hold of that number and have been calling me everyday non-stop. I then tried Blocking the offending number(s) but the Vonage App told me I needed Administration permissions to do this ? According to Vonage I needed to go to the Admin portal and update my preferences there. Unfortunately I could not find anywhere on that page where to update my preferences ? I tried calling customer service but the phone sytem at ********************** took me on a frustrating loop to nowhere. There is no way to contact Vonage either by phone or by email ! I tried to contact but the Vonage app asked for full years payment $256 to be able to cancel the service. My credit card is Locked and I can't delete it. This is a **** for a supposedly reputable company. I want to be able to update my preferences or cancel the contract since they are not holding their part of the deal.

  Business Response

  Date: 07/28/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** ******. The complaint, logged on 07/18/2025, relates to Mr. ****** having account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******** account. An agent from our Executive Response Team ("ERT") has contacted Mr. ****** to further assist him with his inquiry regarding blocking unwanted calls.  We will continue to work with Mr. ****** to ensure all his account issues are resolved.  Vonage considers this matter resolved.

  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a business account with **********************. It was flagged by their fraud department and additional information was requested. I provided all requested information. A few days later, my account was cancelled with no warning. Calls to their customer support were met with the response that I could only reach the fraud department via email or voicemail. **************** would not tell customer service why account was cancelled and fraud department doesnt return voicemail or email communication to tell me why account was cancelled. Horrible way to do business. All charges should be refunded.

  Business Response

  Date: 07/21/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ***** ********** Anos . The complaint, logged on 07/014/2025, relates to Ms. ******************* into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ***** account. It appears Ms. Anos account was cancelled by our fraud team as they were unable to verify the account information.  The account was billed for the 1st month and a refund has subsequently been issued.  Ms. Anos will see the refund posted back to the method of payment within the next 3-5 business days.  Vonage considers this matter resolved.

  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 07/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and they did indeed provide a refund to make my company whole. However, the fact that the company does not provide a way for the consumer to speak to the fraud department directly is ridiculous. They only made a voicemail and email available and did not return communication to either. Each email to me requesting verification documentation was answered with whatever documentation that they requested, so it is rich that they claim the account was cancelled because they couldn't verify the account information. I even reached out on ******** to ****** *******, their Global Director, Collections Policy & Operations, Fraud & ***************** She responded and asked what was the name on the business account. I answered and then she responded that the account was found, but then she ghosted me as well. With customer service like this, it is a mystery to me how they stay in business at all. To truly be a satisfactory response, I would want to know why my emails, voicemails, and ******** messages got ignored when I tried to find out what happened.
  
  Sincerely,
  
  ***** ********** Anos

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used Vonage business phone service. When we decided to switch to another phone service for our business, Vonage made it impossible for us to cancel our subscription. They did not respond to any emails, they kept us on hold for hours trying to cancel the subscription, and they kept charging our debit card until we had to change it. They are the scummiest of scummy services. All nice and happy when you are signing up but when you try to close your account, its impossible. We lost $380 because they kept charging our account even after we canceled and ported our phones out.

  Business Response

  Date: 07/09/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** ********. The complaint, logged on 07/03/2025, relates to Mr. ******** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********** account. The account was cancelled due to non-payment while still under contract.  The contract end date was scheduled for 12/17/2025.  Based upon the document submitted by Mr. ********, it states that "PLEASE NOTE: The transfer of a number(s) to another carrier does not automatically cancel your Vonage account. In addition, any services and features associated with these numbers are still active on your account and billing may continue".  We do not cancel accounts based upon porting of number(s) as accounts may have 1 or hundreds of numbers associated with it.

  We looked into any request to cancel the account and none were found.  We were not able to locate any contacts to Vonage since 01/2024.  Per our Terms of Services (************************************************************************) regarding Termination of Services: Either Party may terminate the Agreement for cause: (i) if the other Party is in material breach of the Agreement and has failed to cure such breach within thirty days after written notice thereof, or (ii) upon the other Partys liquidation, commencement of dissolution proceedings, disposal of substantially all assets, failure to continue its business in the ordinary course, assignment for the benefit of creditors, or becoming the subject of a voluntary or involuntary bankruptcy or similar proceeding.

  Currently, Mr. ******** has an open dispute for the $380.81 with his credit card institution.  We are awaiting the final judgement of their review.  Any possible refund cannot be concluded until the credit card institution has made a final judgement.

  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

• Initial Complaint

  Date:06/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our business began service with Vonage on 2/19/25. Vonage has been so deceptive and predatory in their taking advantage of our business and locking us into a year long contract with promises of certain services that do not exist on their VOIP platform. Their customer service is horrible and does nothing but lie that they will fix things without doing so. We are a nonprofit organization and have been getting charged tax despite submitting documentation to prove our 501c3 status, and when we talk to support they say they will fix it but don't. We were promised texting was included in our package and later found out it was an additional charge. When we signed up and paid that additional charge we were billed for 3-4 months for the service without access to it. We were told that the request for texting was being processed, but were being charged the whole time. When we complained they said essentially this is just how it is and we needed to "be patient" over the months of waiting. Now that we have texting, we do not actually have the ability to send multi-media messages. Again, this was promised to us as part of what we were paying for and it does not exist. Vonage only offers MMS to people inside of your business, not to clients, but we were told the opposite.Vonage makes it so difficult to set up individual business hours for employees who are part time, despite the promise that it was so simple. It took them months to set this up for us because we could not figure it out from their admin platform, which they promised was so easy to use.They told us we would be able to share business contacts across the company, that is false, they have never offered this feature. When we complained they said we just don't offer that sorry.When we tried to cancel service we were told we would owe them thousands of dollars, despite the fact that the service is not actually what we signed up for. We mentioned it was a breach of contract on their part and they did not care.

  Business Response

  Date: 06/13/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ******* ****. The complaint, logged on 06//05/2025, relates to Ms. **** inquiring into closing out their account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding Ms. ****** account. Currently the account has a ****** contract that ends 02/25/2026.  A review of the account shows Ms. **** notified our support team regarding their 501c3 tax exempt status on 04/02/2025.  Our team opened a ticket with Finance and the issue was resolved by the following **** date.  A review of their billing shows they only pay the Federal USF fee (**************************************************************************************************************) which in not tax exempt.  We will issue a credit for the previous 2 months of State and locate taxes which totals $18.08.  

  W/r/t sending text messages, all customers using an A2P must register for *****.  This process may take from 30 to 60 days before their registration is approved by The Campaign Registry (*********************************).  ****************** is able to send/received SMS as their campaign has been approved.  Unfortunately were unable to locate any correspondence between sales and Ms. **** regarding MMS.  MMS is currently offered internally with their peers, but we will enable that feature in the coming months for external use also.  

  Due to Ms. ****** experience, we have also added a 50% credit to the account for the last 3 months.  Vonage considers this matter resolved.

  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 20th, I tried to cancel my service with Vonage for our organization, Ballet Five Eight NFP. The only way to cancel provided is to contact customer service. I tried multiple time using their chat service (which only connects to an AI bot) and their phone service (which offers no way to cancel) and email service to cancel. They sent one email back, but did not cancel the account. I disputed the following month charge and repeatedly emailed back to ask to cancel. They finally cancelled my account on April 7th due to non-payment.On May 10th, they sent our account to collections. I'm requesting that they remove the charge of $144.17 and rescind the collections.

  Business Response

  Date: 05/30/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ****** ******. The complaint, logged on 05/28/2025, relates to Mr. ****** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******** account. Our Executive Response Team ("ERT") contacted Mr. ****** and advised him we would be pulling all collection efforts for the balance owed.  Mr. ****** doesn't owe a balance to Vonage.  Vonage considers this matter resolved.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Vonage Business Phone for several years. However at present I cannot receive calls, recipent does not come through and my voice does not either. I have received several spam calls and I cannot retrieve voice mails at present i have over 1000 voice mails, but bills have been paid

  Business Response

  Date: 05/28/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** D *******. The complaint, logged on 05/19/2025, relates to Ms. ******* inquiring into a call quality issue.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ********* account. An agent from our Executive Response Team ("ERT") contacted Ms. ******* to troubleshoot the issue.  While troubleshooting the issue, Ms. ******* stated she needed to go as she had an Important call she needed to take.  We advised her that such call quality issues are network related and advised that we would send her information regarding rebooting her network and also how how check her voicemails.  We have not received any correspondence back from Ms. ******* whether the information sent has resolved the issue.

  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23349388
  
  I am rejecting this response because: I have not receivedany further info from Vonage, I need assist as to how to return phone,adjust billing asap
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/30/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** D *******. The complaint, logged on 05/19/2025, relates to Ms. ******* inquiring into a call quality issue.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ********* account. An agent from our Executive Response Team ("ERT") contacted Ms. ******* to troubleshoot the issue.  We were able to resolve Ms. ********* calling issues and assist her with recovering her voicemails.  We have also issued Ms. ******* a credit. Vonage considers this matter resolved.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23349388
  
  I am rejecting this response because:i HAVE TRIED TO RESOLVE WITH INFO TECH OFFERED, STILL NOT WORKING
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vonage confirmed they dropped the ball on the *** registration. As such, we were promised 25% off the entire bill for all the months *** was not working. *** was out of service from May of 2024 to March of 2025. Vonage provided partial discounts on some invoices from May of 2024 to March of 2025 but we still are owed $1,749.56. We have been trying to contact Vonage and/or our account manager but they are ignoring us after they promised the discount.They also refuse to take our CC off the account as well. ***** signing or re-upping contract with this company.

  Business Response

  Date: 05/22/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ******* ***. The complaint, logged on 05/15/2025, relates to Mr. *** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ***** account. Our Executive Response Team ("ERT") contacted Mr. *** and to discuss the billing matter.  Mr. *** was due a 25% credit for all services from July 2024 until their SMS issue was resolved.  This arrangement was discussed with our ****************** team and Mr. ********** From July 2024 through February 2025, Mr. *** received a 25% discount on MOST services.  When we reviewed their invoices, it appeared to be a system error that applied the 25% to some products and not all.  We went through each invoice and detailed the additional credits that Mr. *** was owed for that time span (July 2024 through February 2025).  We also as a measure of good faith added an additional 25% credit for their June 2024 invoice.  Mr. *** was issued a credit of $951.66.  Vonage considers this matter resolved.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23320337
  
  I am rejecting this response because:

  All months affected by the *** issue were not credited.   *** was out for 11 months and therefore we should get credit for 11 months.  Discounts was started 2 months after the issue which means we should get another 2 months after the sms issue was fixed.  I have said this to various Vonage representatives numerous times.  i have even sent confirmation emails from Vonage to prove my stance. Total Credit should be around $1,750 when adjusted for taxes and discount on ALL ITEMS even equipment rentals.  Your credit of $900 is not enough.
  

  You owe us another month of discount and October invoice still needs adjustment. Make the adjustment please.  And reply to your emails.

  
  
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 05/23/2025

  I am writing in response to the complaint received on behalf of Mr. ******* **** The complaint, logged on 05/15/2025, relates to Mr. *** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ***** account. Our Executive Response Team ("ERT") contacted Mr. *** and to discuss the billing matter. Mr. *** was due a 25% credit for all services from July 2024 until their SMS issue was resolved. This arrangement was discussed with our ****************** team and Mr. **** From July 2024 through February 2025, Mr. *** received a 25% discount on MOST services. When we reviewed their invoices, it appeared to be a system error that applied the 25% to some products and not all. We went through each invoice and detailed the additional credits that Mr. *** was owed for that time span (July 2024 through February 2025). We also as a measure of good faith added an additional 25% credit for their June 2024 invoice. Mr. *** was originally issued a credit of $951.66.  After the reply from the Mr. **** he pointed out that there was 1 additional location that had not receieved a 25% discount.  We have subsequently added an additional $118.73 in credit to the account.  The total amount of credit issued is $1,070.39.  Vonage considers this matter resolved.
  
  I am confident that this information will be helpful in resolving this matter.

  Sincerely,
  ***** ******
  Executive Response Team

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Vonage because they refused to issue a refund for a service we paid for but never received. We started using Vonages ************ in September 2024, but the *** feature did not work from the beginning. After two weeks, we contacted Vonage and they told us they were holding the registration of *** and reviewing all accounts. They told us they will send updates once everything was set up but they could not provide an estimate for how long this would take.On October 31, 2024, we reached out again for an update. They explained that as of September 23, 2024, Vonage had temporarily paused all US-based *** messaging for their Vonage Business Communications (VBC) solution due to security issues like phishing and smishing.After waiting several months without any resolution, we canceled our Vonage account in January 2025. In February 2025, we requested a refund for the full year of service we had paid for upfront as we had spent significant time trying to resolve the issue without success and despite reaching out multiple times in October and November, the *** feature was never restored and our issue was never resolved.Vonages responded and told us they began restoring *** traffic to all carriers on January 8, 2025. They said the pause was for security reasons and now that the service is being restored, they could not process a refund for the *** issue. They also mentioned that our monthly bill of $40.52 was separate from the $1.50 monthly *** charge which Vonage does not make any revenue from.We believe a refund or partial refund is fair as we paid for a service that was never functional and spent considerable time trying to get it fixed. We are requesting either a refund or a portion of what we paid for the service we did not receive.

  Business Response

  Date: 04/21/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** *******. The complaint, logged on 04/15/2025, relates to Mr. ******* inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account.  According to the complaint, Mr. ******* states they "paid for services' never received". Our review of the account shows they needed to register for 10DLC per the *** (*********************************).  Are records show that the they were able to make and receive calls according to the call logs.  Once they successfully registered for 10DLC in order to send ***, we did have a temporary pause in sending/receiving ***.  They were billed $1.50 per month for their *** services over the course of a few months.  This amount would total roughly $6-$7.50 of what was paid for ***.  As a measure of good faith, we have issued Mr. ******* a full refund for their last invoice of $40.54.  He should see this refund back to the method of payment within the next 2 business days.  Vonage considers this matter resolved.

  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23206350
  
  We cant accept this one-month refund offer.
  
  We paid for an entire year of service and werent able to use a majority of the features that were advertised. As for the "10DLC" you mentioned - this was never communicated to us before and only came up after we had already paid for and expected full functionality.
  
  Beyond the original cost, this has caused significant additional losses to our business:
  
  1. Countless hours wasted pleading with support for basic functionality
  2. We lost business money due to non-functional SMS features.
  3. It has done complete disruption to our operations.
  
  After everything we have dealt with, nothing short of a full refund is adequate.  The current offer demonstrates no understanding of the real impact this has had on our business.  I expect your team to reconsider and propose an equitable solution.
  
  Sincerely,
  ***** *******

  Business Response

  Date: 04/22/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** *******. The complaint, logged on 04/15/2025, relates to Mr. ******* inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account.  According to the complaint, Mr. ******* states they "paid for services' never received".  Our review of the account shows they needed to register for 10DLC per the *** (*********************************).  Are records show that the they were able to make and receive calls according to the call logs.  Once they successfully registered for 10DLC in order to send ***, we did have a temporary pause in sending/receiving ***.  They were billed $1.50 per month for their *** services over the course of a few months.  This amount would total roughly $6-$7.50 of what was paid for ***. W/r/t to the claim of "we paid for an entire year of services", the account was only active for roughly 5 months (09/03/2024 - 01/28/2025).  We are a month to month service and the account was not paid for in advance for a year.  We have attached the payment history which reflects this.

  
  As a measure of good faith, we have issued Mr. ******* a full refund for their last invoice of $40.54.  He should see this refund back to the method of payment within the next 2 business days.  Vonage considers this matter resolved.
  
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vonage had stated that they would issue a credit back in august as they had not informed me that my text messages were not active under my number. I stated that I am an insurance broker and that it violated my business and communications as my clients did not get timely messages. Vonage stated that they would credit me from April-August of 2024. I discontinued service in September. I found out today that Vonage is still charging me for services and it is March of 2025. I am about to put a stop payment and request for refund as I have not been able to get in contact with Vonage. I no longer know my account number as I have no access to the service. I ported my number in august to ******* and have had no use for Vonage since. I want a refund as soon as possible as I have not used any Vonage services since and they owe a credit for a years worth of service @ $89.99 per month. Currently Vonage owes me a refund of $1079.88 for services not rendered. I can not get through to customer service and I would not recommend Vonage at all for anything anymore. please assist as soon as possible.

  Business Response

  Date: 03/31/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** ****. The complaint, logged on 03/29/2025, relates to Mr. **** looking into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ****** account. Unfortunately, Mr. **** has never contacted Vonage to cancel the account.  Cancellation of services are outline in our Terms of Services (************************************************************************).  Mr. **** had a total of 4 numbers ***********, **********, **********, **********) associated with their account and only ported away 1 of the 4.  Porting of a number does not automatically cancel an account as many ********************** accounts may have 1 number to hundreds.  

  Per our TOS for Month-to-**************************** provided on a month-to-month basis, either Party may terminate the Services by providing at least 30-days notice, with termination being effective the month following the month notice was provided.  We have never received any notice from Mr. **** regarding the cancellation of his account.  Due to this notice, we have moved forward with closing out the account.  The account has been officially closed on 03/31/2025.  As a matter of good faith, we have issue Mr. **** a refund for his last invoice.  Vonage considers this matter resolved.

  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23131285
  
  I am rejecting this response because: Vonage had stated in September that they would be cancelling the account as this had led to hippa violations as I am a Health Broker whose notices did not reach the intended clientele forr months if at all.  they were to credit my account and sent invoices that reflected a credit however they were still taking payment that was not authorized. vonage owes me from the point of stopping text services as discussed when porting my main number away from vonage. See the invoice attached yet however they continued to bill my account and were supposed to pay not deduct.  at this point I will escalate and go public for the fraud committed.  I trusted vonage and was assured a credit.  your company was supposed to keep services active while you paid back money owed.  However you remained billing me while sending credit statements like the one attached.  Please provide my refund as I did not use your service and your service hurt my business, lest we should continue to escalate.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/01/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** ****. The complaint, logged on 03/29/2025, relates to Mr. **** looking into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ****** account. Unfortunately, Mr. **** has never contacted Vonage to cancel the account. Cancellation of services are outline in our Terms of Services (************************************************************************). Mr. **** had a total of 4 numbers **********************2, **********, **********) associated with their account and only ported away 1 of the 4. Porting of a number does not automatically cancel an account as many ********************** accounts may have 1 number to hundreds.
  
  Per our TOS for Month-to-**************************** provided on a month-to-month basis, either Party may terminate the Services by providing at least 30-days notice, with termination being effective the month following the month notice was provided.  We would not cancel an account unless for fraudulent reasons and even then the customer would receive notice of a pending cancellation. We have never received any notice from Mr. **** regarding the cancellation of his account, nor had he received one from us. Due to this notice, we have moved forward with closing out the account. The account has been officially closed on 03/31/2025. As a matter of good faith, we have issue Mr. **** a refund for his last invoice. Vonage considers this matter resolved.
  
  
  I am confident that this information will be helpful in resolving this matter.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23131285
  
  I am rejecting this response because: On the call that I had with vonage business services I was to receive a refund and I was not supposed to pay for services.  I attached the fraudulent invoicing that I received month to month showing a credit yet I continued to be charged.  I explicitly told vonaage that i did not want service after the port.  they stated I would be refunded for the time where services were lost and they were to credit the account.  No refund was received and vonage continued to charge despite showing a credit.  you should pay what you owe by your word and invoice.  Check the attachment and then look at how you billed me.  This shows the explicit nature of the vonage fallacy.  I will take this to ******* instagram and all other forms of escalation if not resolved here.  your company caused violations to my business and this can be raised in court.  please advise.
  
  Sincerely,
  
  ***** ****