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:09/05/2025

  Type:Service or Repair 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.

  
  Complaint: 23761770
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  Cobber Capital

  Vonage is just playing games.  They could have transferred the concerns from their residential department to their business department.  The options on ************************ are limited and sometimes options are not always available to get to the correct department.  Just one more reason that Vonage will NEVER be our provider as they continue to make it impossible to deal with them.  They did NOT get the phone numbers ported and then they bill us almost $1000 and then they send it over to collections.  Great business practices if you want to remain a viable business service. 

  I would like to thank ************************ for their assistance and once again ... AVOID CONSIDERING DOING ANY BUSINESS or residential business with Vonage! 

  Business Response

  Date: 08/26/2025

  This complaint is regarding an issue with our Vonage Business platform, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.
  - Thank you
  
  

  Business Response

  Date: 09/04/2025

  As previously stated, this complaint is regarding an issue with our Vonage Business platform, not Vonage Residential. Our records show that this issue was addressed by Vonage Business under BBB complaint ID ********.

  Thank you

  Customer Answer

  Date: 09/05/2025

  May 3rd 2025 $958.48 Vonage was to port the business phone number to their service but they do NOT port the number and service was NEVER provided. Vonage believes that they should be paid $958.48 for service that they did NOT provide.Vonage is inept at what they claim is their business to provide quality business phone service.

  Business Response

  Date: 09/15/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. **** *****. The complaint, logged on 08/29/2025, relates to Mr. ***** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******* account. It appears Mr. ***** had issues porting his number to Vonage during the on-boarding process. Our agents advised Mr. ***** of the process of submitting his port request to bring his number to Vonage, but he never completed this process. Ultimately the account was cancelled due to non-payment and a balance for the remained of the contract was generated. We have moved forward with waiving the balance and nothing is owed on the account. ********************** considers this matter resolved.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 09/16/2025

   
  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,
  
  Cobber Capital

• Initial Complaint

  Date:08/27/2025

  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.

  We have been a customer of ********************** for years and outside of some customer service concerns we havent had many issues. I contacted vonage months ago when we restructured our company we removed a number of lines added the text feature they said they were extending 3 months credit since it took so long to get these processed and it would less per month moving forward. Instead what happened was bogus response that they called us they must have forgot everything is monitored they never called us. Our bill increased $5 monthly no credit eve received haha we use 2-3 lines and hardly use them at that. seeking retroactive refund as previously stated and decrease moving forward on our company account

  Business Response

  Date: 08/29/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of *** ***** *******. The complaint, logged on 08/27/2025, relates to *** ******* inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *** ********* account. *** ******* contacted our ****************** team originally April 2024 to discuss their account.  At that time, our team gave them a 50% discount on their Unlimited Extension product for 12 months.  The discount expired in May 2025.  *** contacted our support team July 29th, 2025 inquiring into their billing.  Our agents expressed that their 50% discount on Unlimited Extensions has expired.  *** ******* inquired as to if they could receive the same 50% discount moving forward again.  The agent stated they would forward the matter to our Account Mgt team to review and reach out.  A review of the calls, chats, etc., *** ******* was not promised any additional credits or discounts.  Our Account Mgt team has reached out to *** ******* to discuss their account, but have been unsuccessful at reaching him.  Per the chat statements, *** ******* acknowledges we have reached out, but they had been out of office when we reach out.   As a measure a good faith, we gave *** ******* a discount on their Unlimited Extension services.    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:08/20/2025

  Type:Service or Repair 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.

  My account is ****** with Vonage. I own a business called Stunning China(Stunning Tours). We have been working with Vonage for over 5 years and now we are just trying to cancel the account but we encountered obstacles.I tried to chat with them and an agent named Balamukesh ********** communicated with me. After verifying so much information from me this agent just told me that someone from their management department will reach out to me. This is unacceptable and a pure waste of my time when my request is just to cancel the service. I will also reach out to all regulatory agents about this matter.

  Business Response

  Date: 08/29/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** ***. The complaint, logged on 08/20/2025, relates to Mr. *** looking to close out his account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding Mr. ***** account. An agent from our Executive Response Team ("***") contacted Mr. *** and they were successful in closing out the account. The account was officially closed on 08/20/2025. 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: 08/29/2025

   
  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:08/12/2025

  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.

  I attempted to close my business account when I closed my business on December 31st, 2024. I had three phone numbers - one which I let go and two which I transferred to my home account. ********************** continued to charge my credit card since then. I've tried to talk to people but all I've gotten is the run-around. I finally found someone who could cancel my account but insisted he had to read me some BS before he did. I don't need it. All I need is my account cancelled and the money charged to my account since December 31st, 2024 refunded

  Business Response

  Date: 08/19/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ************************ The complaint, logged on 08/12/2025, relates to Mr. ******************** to close out his account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account.  Mr. Stuckle never contacted Vonage to cancel the account until 08/06/2025.  An agent from our ****************** team reached out to Mr. Stuckle to formally close the account and while the agent was going over the cancellation disclosures, he disconnected the call.  We have moved forward with closing the account and a good faith measure, we have issued Mr. Stuckle a refund for the last month of services.  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:07/23/2025

  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