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:10/12/2022

  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.

  I signed up for vonage business services and it has been a nightmare ever since. As you will see on the agreement, term start date is February 17, 2022 and we cancelled via phone and via e-mail on February 7, 2022. We have called at least 6 times since then and also have confirmation in writing from vonage they were working on the cancellation, see the e-mail dated 2/7/22 signed by Vonage employee Gloira. They claim we owe them approximately $334 and they have sent us to credit collections. We never used their services, we canceled based on the fact they sold us a service that did not work.

  Business Response

  Date: 03/28/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ******************************************************. The complaint, logged on 10/12/2022, relates to ************************ wanting to close out her account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ****************** account. **************************** account has been closed and the collections balance has been recalled.  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:10/11/2022

  Type:Customer Service 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've been loyal customers for many years. Just in August, we made contact with a very helpful Rep **** in account management who helped us figure out a better plan because it seemed like we were overpaying for our usage and he agreed and provided ideal solutions for our needs. Today, I tried to make contact with *************** to deal with large discrepancy arising out of the changes, and 2 year contract signed, resulting in our company being charged as much or even more as before. Twice, I tried to reach someone who could help me. Unfortunately, I was given *************** reps who did not understand my troubles, and the second person even giggled as he was trying to repeat to me over and over again that the solution to this issue was only to email some other department or call the number they provided me. After, explaining several times to them that the number dialed only says "This voicemail box is full" and that emailing someone and waiting around is not an option for me, the representative continued to beat a dead horse, repeating the same thing over and over. I asked what is the problem with putting me on the phone with someone in charge who can help me, and they could not answer the question directly. Absolutely appalling approach to customer service and I still don't have a resolution to my problem. I have since sent a pleading email to the contact that helped me in August, but not even sure if they still work there.

  Business Response

  Date: 03/28/2023

  
  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint, logged on 10/11/2022, relates to ********************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************** account.  Due to Mr. *********** excessive usage for traffic, through his Toll-Free numbers, this violated our Acceptable Use Policy (*******************************************************************).  We notified Mr. ********* of such and explained he would need to purchase/add additional buckets of mins. to his account to adsorb the excess.  These buckets of additional mins. were added to the account and our ****************** team assisted him with a price reduction to help offset the increase.  Unfortunately, before a resolution could be found to further assist **********************, the account was closed due to non-payment.

  Vonage considers this matter resolved.
  

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