Voice Over Internet Protocol Sales and Services
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Complaints
Customer Complaints Summary
- 94 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/17/2025
Type:Service or Repair IssuesStatus: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 has added extra security on the accounts and I'm unable to login to my account. It requires sending a text message to a phone number but it's not sending the text. Ive contacted them about it and they have attempted to correct the situation. They attempted to update the number but it doesn't work. They have not responded for over 10 days from me telling them it doesn't work. I'm paying for the account and it is absolutely imperative for my business to run to access this account. They have not responded to me at all. I cannot run my business or login to the accountBusiness Response
Date: 10/02/2025
To Whom It May Concern:
I am writing in response to the complaint received on behalf of Mr. ********* *****. The complaint, logged on 09/17/2025, relates to Mr. ***** having issue with his API account.
********************** has reviewed the details surrounding the complaint, and our records regarding Mr. ******* account. Our support team contacted Mr. ***** and they were successful resolving his issues. Vonage considers this matter resolved.
I am confident that this information will be helpful in resolving this matter.
Sincerely,
***** ******
Executive Response TeamInitial Complaint
Date:09/09/2025
Type:Product IssuesStatus: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 been a Vonage Business customer with my other ********************** for over two years without any issues. Recently, I purchased Vonage Business services for my new business. Shortly after, I was contacted by the Vonage **************** and asked to provide several verification documents, which I promptly supplied.They later requested an additional document that is currently being mailed to me and would take about five days to arrive. I informed them of this, but instead of allowing me time to provide the document, I received a response within minutes stating that I should seek service with another provider.This decision is both unfair and unreasonable, especially given my established history as a reliable Vonage customer. I provided all documents available at the time, clearly communicated my situation, and was willing to fully comply as soon as the final document arrived.I believe I was treated dismissively despite being a loyal customer, and I am disappointed with the lack of flexibility and professionalism shown. Customers who have proven track records should not be denied services for minor delays outside their control.I am requesting that Vonage reconsider this decision and allow me to proceed with setting up my new business account, or at minimum, acknowledge and address the poor handling of this matter.Business Response
Date: 09/17/2025
To Whom It May Concern:
I am writing in response to the complaint received on behalf of Mr. ****** *****. The complaint, logged on 09/09/2025, relates to Mr. ******* Vonage account.
********************** has reviewed the details surrounding the complaint, and our records regarding Mr. ******* account. Unfortunately Mr. ******* account was closed due to him being unable to verify the legitimacy of the business at the time of signup. These steps are taken to ensure opened accounts are legitimate and not fraudulent. We understand Mr. ***** frustration and we have forwarded his feedback to our verification team. Vonage considers this matter resolved.
I am confident that this information will be helpful in resolving this matter.
Sincerely,
***** ******
Executive Response TeamInitial Complaint
Date:09/08/2025
Type:Order IssuesStatus: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.
Date of transaction: August 2020 August 2025 Amount paid: ~$30/month, total ~$720 I am filing a formal complaint against Vonage Business for unauthorized contract auto-renewal, deceptive billing, and refusal to honor cancellation despite repeated notice.I never signed or explicitly agreed to a 2-year renewal. Vonage is now attempting to charge me a $737.33 early termination fee, which I dispute. I submitted my cancellation request on August 20, 2025, and Vonage delayed the process intentionally to force me into a renewal term.I asked for confirmation and cancellation multiple times via email, and I have documentation. Vonage referenced a click-through TOS but could not provide proof of any signed or consented contract, nor did I receive reasonable notice of renewal, as required by consumer protection laws.I referenced multiple BBB cases and FTC complaints showing Vonage has a pattern of this behavior. They offered a small discount but refused to waive the termination fee, despite my prompt cancellation and refusal of service. They are still attempting to bill me.This appears to be a deceptive pattern of locking small business users into auto-renewed contracts without proper disclosure.Business Response
Date: 09/18/2025
To Whom It May Concern:
I am writing in response to the complaint received on behalf of Mr. ***** **** ****. The complaint, logged on 09/09/2025, relates to Mr. ******************* into a billing matter.
Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ****** account. Mr. **** signed up for a 2-year renewal contract (attached) that is scheduled to end 08/19/2026. This contract has been in place since 08/20/2024. Mr. Miao's contract renewal last year (2024), not in 2025 as Mr. Miao misstated. The contract agreement was based on Mr. **** receiving discounted pricing and free hardware (totally $800) for upholding the contract. Mr. Miao reached out regarding the cancellation of the account and was informed he still has roughly 12 months left on the contract. We understand business needs change and we have tried to find common ground surrounding the situation. We offered Mr. Miao a 50% reduction in his Early Termination Liability concerning breaking his contract. Unfortunately he refused the very fair offer to resolve this complaint. We are open to finding a fair and reasonable resolution in the matter with Mr. Miao .
Sincerely,
***** ******
Executive Response TeamCustomer Answer
Date: 09/18/2025
Complaint: 23855447
Why Im rejecting the response
My contract is the July 2020 Sales Order/Quote Q-73225 with a 24-month term. The Minimum Term Contract Addendum tied to that Sales Order says that after the initial 24 months the service auto-renews in one-month periods, and cancellation requires 30-days noticeit does not convert into a new 2-year term absent a new, signed Sales Order. The Addendum also says it controls over any conflicting Service Terms.
No new agreement in 2024. I never signed, clicked, or otherwise accepted any new Sales Order in 2024, never received a renewal notice, and I received no hardware in 2024. If the company claims a ******** contract, please produce:
the Sales Order number,
the e-signature audit (IP, timestamp, authentication), and
the renewal notice allegedly sent before any renewal.
$800 free hardware is unsupported. My 2020 quote shows Yealink T42S phones on rental (7 units) and $105 shippingthere is no $800 in free equipment or other consideration that would support a fresh 2-year obligation.
I canceled on 08/20/2025. That serves as the required 30-day notice under the month-to-month renewal described in the Addendum. At most, charges would run through ~09/19/2025. Any demand for an early termination equal to 12 months of fees contradicts the Addendums month-to-month renewal and the absence of any new signed term.
If Vonage cannot produce a signed 2024 Sales Order and e-signature audit log, I ask BBB to treat their position as unsupported and close my account per the controlling Addendum language.
Requested resolution (consistent with the contract):
Honor 08/20/2025 as my 30-day cancellation notice and set the effective cancel date to 09/19/2025 with no early termination fee.
Zero out any ETF/long-term charges, issue a $0 balance letter, and confirm no collections or auto-debits will be attempted.
If Vonage wants rented devices back, provide an RMA + prepaid label (as required after termination).
Attachments provided: 2020 Quote Q-73225 and the Minimum Term Contract Addendum (showing the one-month auto-renewal and that the Addendum controls).
Ill **** this Resolved once Vonage confirms the above in writing.
Sincerely,
Sheng **** ****Business Response
Date: 09/26/2025
To Whom It May Concern:
I am writing in response to the complaint received on behalf of Mr. ***** **** ****. The complaint, logged on 09/09/2025, relates to Mr. **** inquiring into a billing matter.
Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ****** account. Mr. **** signed up for a 2-year renewal contract (attached) that is scheduled to end 08/19/2026. This contract has been in place since 08/20/2024. Mr. ****** contract renewed last year (2024), not in 2025 as Mr. **** misstated. The contract agreement was based on Mr. **** receiving discounted pricing and free hardware (totally $800) for upholding the contract. Based on the contract supplied by Mr. Miao himself, it clearly outlines:b. Upon the expiration of the Service Term, the Vonage Business Services under this Sales Order will auto-renew for 1 month additional periods, subject to either Party providing notice of cancellation at least 30 days prior to the expiration of the Service Term. For the avoidance of doubt, the Service Term will auto-renew if you do not contact Vonage Business at least 30 days prior to the expiration of the Service Term to cancel Services.
Mr. Miao would've needed to contact us 30 days PRIOR to 08/20/2024, not in 2025 in order to not renew his contact obligations. As a measure of good faith, we have offered Mr. **** a 50% reduction in his Early Termination Liability concerning breaking his contract. Unfortunately he refused the very fair and reasonable offer to resolve this complaint. We are open to finding middle ground with Mr. Miao to help resolve this matter.
Sincerely,
***** ******
Executive Response TeamCustomer Answer
Date: 09/26/2025
Complaint: 23855447
I am rejecting this response because:Hi *****,
This is my final position. Please read carefully.
1) The only contract I ever executed was Sales Order/Quote Q-73225 (July 2020) for a 24-month term.
That obligation ended around July 2022. I did not sign, accept, or receive any agreement to extend or renew for another two years.
2) No renewal consent, no notice, no hardware.
I never approved any ******** renewal, was never properly notified of such terms, and never received any $800 hardware.
If Vonage believes a fixed-term renewal exists, produce all of the following within 3 business days:
the signed 2024 Sales Order (with my affirmative consent),
the full e-signature audit log (IP, timestamp, authentication), and
shipment/receipt proofs for any hardware in 2024.
Absent these items, there is no enforceable renewal and no basis for any early termination charges.
3) Regulatory context and pattern.
The ************************ already took action against Vonage for obstructive cancellations and unauthorized charges, resulting in a $100 million settlement and consumer refunds; the **** filings describe exactly this kind of conduct (dark patterns, hidden fees, post-cancellation billing) and require clear disclosure and consent going forward.
Public BBB records likewise show multiple disputes resolved when no signed renewal could be produced, with fees waived and accounts closed.
Resolution required (non-negotiable):
Close my account immediately and confirm the final service end date no later than 09/19/2025 (I provided written cancellation on 08/20/2025).
Waive all early-termination/months remaining claims and confirm a $0 balance (no collections, no auto-debits, no credit reporting).
If you require return of any rented devices, send an RMA plus a prepaid return label.
Once you confirm the above in writing, I will mark the BBB case Resolved. If you continue to assert a renewal without the signed order, e-signature audit, and hardware proofs listed above, I will supplement my FTC filing and proceed with a chargeback through my bank.
Sincerely,
Sheng **** ****Initial Complaint
Date:09/05/2025
Type:Service or Repair IssuesStatus: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 CapitalVonage 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 youBusiness 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 TeamCustomer 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 CapitalInitial Complaint
Date:08/27/2025
Type:Product IssuesStatus: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 accountBusiness 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 TeamInitial Complaint
Date:08/20/2025
Type:Service or Repair IssuesStatus: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 TeamCustomer 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 IssuesStatus: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 refundedBusiness 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 TeamInitial Complaint
Date:07/23/2025
Type:Service or Repair IssuesStatus: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 TeamInitial Complaint
Date:07/18/2025
Type:Delivery IssuesStatus: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 TeamInitial Complaint
Date:07/14/2025
Type:Billing IssuesStatus: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 TeamCustomer 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
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