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:03/04/2025

  Type:Order 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 lost the ability to text all cell carrier's in the ** in October. I am a insurance broker and texting is 30% of my business maybe more. Appointment reminders, payment reminders, intro texts, texting my clients my full contact info. This world is a text heavy world nowadays and when I cant text all of my clients or leads I refuse to pay full price. Vonage has reduced the price every month for me BUT has lied to me telling me they cannot do it and until I threaten to complain say they cannot do it. Once I threaten to complain magically they can reduce the bill. This month they told me all text services were restored so they would not be reducing the bill. I then prove to them that I do not have full texting capabilities and want the reduction. I do not think it is fair to pay full price when I am not receiving full services. I want the bill reduced by the same percentage it has been since this started and when full services are restored I will pay full price

  Business Response

  Date: 03/07/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. **** *******. The complaint, logged on 03/05/2025, relates to Mr. ******* inquiring into a billing and SMS matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account.  Mr. ********* account currently has a temporary SMS restriction to some carriers due to a previous infraction of sending disallowed content.  Due to this infraction, it may a few additional weeks before Mr. ********* account is enabled to send to all carriers.  As a measure of good will, a credit was applied to his account on 03/03/2025.  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: 03/07/2025

   
  Complaint: 23004675

  I appreciate your response; however, I must partially reject it for the following reasons. First, at no point did we engage in any texting activity that was not permitted. Second, my request is simply to maintain the existing reduction until the texting issue is fully resolved.
  As an insurance broker, texting constitutes a crucial part of my businessaccounting for nearly one-third of my client communications. Being unable to text is a significant disruption. I have been a loyal Vonage customer for over six years, and I am only asking for the same courtesy of the reduction that has been provided to me monthly, without having to negotiate for it repeatedly.
  Once the issue is fully resolved, I will have no problem resuming the standard rate. I appreciate your understanding and look forward to your support in ensuring a fair resolution.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/07/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. **** *******. The complaint, logged on 03/05/2025, relates to Mr. ******* inquiring into a billing and SMS matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account. Mr. ********* account currently has a temporary SMS restriction to some carriers due to a previous infraction of sending disallowed content. Due to this infraction, it may a few additional weeks before Mr. ********* account is enabled to send to all carriers. As a measure of good will, a credit was applied to his account on 03/03/2025. 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:02/14/2025

  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.

  Dear Better Business Bureau,I am submitting this formal complaint against Vonage due to significant overcharges on my account, totaling approximately $4,500, and the companys failure to address my repeated inquiries.Issue Summary Vonage has been billing me on two different credit cards (ending in 3001 and 4009) for services, resulting in a total of $4,446.93 in payments, as detailed below:Payments on Card Ending in 3001 Total Paid: $1,137.20 Payment dates range from January 31, 2024, to December 31, ******************************* 4009 Total Paid: $3,309.73 Payment dates range from January 31, 2023, to December 17, 2024 Unresolved Issues Repeated Contact Attempts Ignored I have reached out to Vonage multiple times regarding these overcharges, but the company has gone silent and has not provided any resolution or response.Removal of SMS/Texting Services In Q3 of 2024, Vonage removed text messaging services from my account. However, despite this change, they have continued billing me at the same rate without any adjustments for the loss of service.Failure to Refund or Adjust Charges Vonage has not issued any refunds or billing adjustments for the services they removed or the excessive charges applied to my accounts.Requested Resolution I am requesting that Vonage:Provide a full refund of the overcharges, which amount to approximately $4,500 Adjust my billing to reflect the removal of texting services Respond to my inquiries and provide clarity on their billing practices If Vonage fails to resolve this issue promptly, I will consider escalating my complaint to regulatory agencies and exploring further legal options.Please let me know how the BBB can assist in mediating this matter. Thank you for your time and assistance.Sincerely,

  Business Response

  Date: 02/25/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ************************* The complaint, logged on 02/17/2025, relates to Mr. ********************** into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. *************** account. Mr. ******* is associated with two (2) accounts that he is familiar with.  The 1st active account ****************************** which was established 03/15/2016 where he is listed as a current authorized user on the account.  A 2nd account was set up under ************************ DBA Shine Villas:Windermere on 06/10/2021, where Mr. ******* is also an authorized user.  The transactions in question are for 2 separate active accounts.  Currently, Mr. ******* has disputed the charges with his banking institution and we are awaiting a final disposition to those disputed charges.  Vonage considers this matter resolved as the matter is now being addressed with his bank.

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

• Initial Complaint

  Date:02/04/2025

  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.

  Complaint ID: ******** Date Submitted: February 4, 2025 Dear BBB,I am submitting a new complaint against Vonage Business Cloud regarding the wrongful restriction of my account. While I have previously filed a complaint (ID: *********, this issue is separate and requires new attention.I have consistently followed Vonages messaging limits, sending between ******* messages per day, well below the 2000-message daily limit. Despite this, Vonage has placed restrictions on my ability to send and receive messages, claiming violations I have not committed.I request:A review of my account activity to confirm that I have not exceeded the daily limits.The restoration of full access to my account to send and receive messages.A clear explanation of any specific violations that led to these restrictions.I have complied with all guidelines, and my customers opt-in through forms on my website, which Vonage is aware of. I request that this be treated as a new complaint, as it is distinct from my previous one.Thank you for your attention to this matter.Sincerely,Muhammad Danish

  Business Response

  Date: 02/17/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ******************** The complaint, logged on 01/10/2025, relates to Mr. ****** inquiring into his *** services. Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******'s account. On 11/18/2024, we contacted Mr. ****** informing him that his *** campaign was temporarily suspended by The Campaign Registry (********************************) due to disallowed content (Unsolicited messages/Spam, unregistered brand traffic and High opt out rates) that was being sent via ***. This was the 2nd notice we received from The Campaign Registry. On 01/09/2025, we received a 3rd notice from The Campaign Registry regarding Mr. ******'s account. Our Fraud Team email Mr. ****** the follow notice below further explaining that their *** campaign had been terminated. The termination is due to Disallowed Content as they were sending unsolicited Spam/marketing related traffic and high opt out rate. Unfortunately, once a *** campaign has been terminated by The Campaign Registry (********************************), it cannot be restored on the Vonage platform.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22900288
  
  I am rejecting this response because:
  
  Dear BBB,
  I am writing to express my continued dissatisfaction with Vonage Business Clouds handling of my complaint regarding the wrongful restriction of my account. Despite multiple attempts to resolve this issue, Vonage has repeatedly provided the same generic, copy-and-pasted response, failing to address my concerns or provide any evidence to support their allegations.
  To recap:
  I have consistently adhered to Vonages messaging limits, sending between ******* messages per day, well below the 2000-message daily threshold.
  My customers have opted in to receive messages through forms on my website, which Vonage is aware of.
  Vonage has restricted my account without providing any specific evidence or explanation for their actions.
  Despite my repeated requests for proof of alleged violations and a detailed explanation, Vonage has refused to engage meaningfully with my concerns. Their lack of transparency and accountability is unacceptable, and their repeated use of the same generic response demonstrates a disregard for customer service and resolution.
  I am now requesting the BBBs intervention to escalate this matter. Specifically, I ask that the BBB:
  Require Vonage to provide documented evidence of any alleged violations that led to the restriction of my account.
  Demand a detailed explanation from Vonage regarding the specific reasons for the restrictions.
  Ensure that Vonage restores full access to my account, as I have complied with all terms of service.
  This issue is causing significant harm to my business, as I am unable to communicate effectively with my customers. I trust that the ******************** will take appropriate action to hold Vonage accountable and ensure a fair resolution.
  Thank you for your attention to this matter. I look forward to your prompt response.
  Sincerely,
  Muhammad Danish
  
  Sincerely,
  
  Muhammad Danish

  Business Response

  Date: 02/18/2025

  To Whom It May Concern:
  
  The termination is due to Disallowed Content as they were sending unsolicited Spam/marketing related traffic and high opt out rate. Unfortunately, once a SMS campaign has been terminated by The Campaign Registry (********************************), it cannot be restored on the Vonage platform.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22900288
  
  I am rejecting this response because:
  
  Dear BBB,
  I am writing in response to Vonages latest communication regarding my complaint. Vonage claims that my account was terminated due to "Disallowed Content," specifically "unsolicited Spam/marketing related traffic and high opt-out rate." However, this response is both vague and unsubstantiated, and I strongly dispute these allegations for the following reasons:
  No Evidence Provided: Vonage has failed to provide any specific evidence or documentation to support their claims of "unsolicited Spam/marketing related traffic" or a "high opt-out rate." Without proof, these allegations are baseless and unverifiable.
  Compliance with Policies: My messaging practices have always adhered to Vonages guidelines. All messages were sent to customers who explicitly opted in through forms on my website, and I have consistently stayed well below the daily messaging limit of 2000 messages.
  Lack of Transparency: Vonages reference to The Campaign Registry (TCR) as the reason for the termination is misleading. *** is a third-party entity, and Vonage has not provided any details or documentation from *** to substantiate their claims. If *** flagged my campaign, I am entitled to see the specific reasons and evidence for their decision.
  Impact on My Business: The termination of my account has caused significant harm to my business, as I am unable to communicate with my customers effectively. *********************** refusal to provide a clear explanation or evidence for their actions is unacceptable and demonstrates a lack of accountability.
  I request the following actions from Vonage:
  Provide documented evidence of the alleged "unsolicited Spam/marketing related traffic" and "high opt-out rate," including specific details of the violations.
  Share any communication or documentation from The Campaign Registry that led to the termination of my campaign.
  Restore full access to my account, as I have complied with all terms of service and messaging guidelines.
  If Vonage is unable to provide evidence to support their claims, I request that the BBB take appropriate action to hold them accountable for their unjustified termination of my account.
  Thank you for your attention to this matter. I look forward to a resolution that is fair and based on facts, not unsubstantiated allegations.
  Sincerely,
  Muhammad Danish
  
  Sincerely,
  
  Muhammad Danish

• Initial Complaint

  Date:02/04/2025

  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.

  In September of 2024, I placed an order with Vonage for business phone number. I was told that I needed to pay for the first year up front and there was no other option but annual. In January of 2025 I was charged an additional 28 dollars. I was not expecting this and I tried to call to cancel. I was told I have no option but to keep their service for a year. I am changing my card and disputing the last charge with my bank. I'd like all my money back including the 28 dollar charge. This was deception plain and simple.

  Business Response

  Date: 02/12/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ******* ******. The complaint, logged on 02/05/2025, 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 he had to pay "upfront" for the 1st year.  We do not offer such a plan for our services, as we bill month to month which why he was billed the $28.  We have attached a copy of the agreed upon quote and all charges Mr. ****** have incurred over the life of the account.  Mr. ****** currently has a 1-year contract that expires on 09/22/2025.  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:01/10/2025

  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 a complaint against Vonage Business due to ongoing issues with their *** services, which have disrupted our business.Service Discontinuation: In May 2024, Vonage discontinued *** services and required us to register for 10DLC. My registration was approved on September 19, 2024, but just days later, on September 23, 2024, Vonage suspended our *** service without explanation. The issue was only resolved on October 31, 2024, but even now, some carriers still cant receive our messages.Suspension of *** Services: On January 08, 2025, I received an email saying our *** service was suspended because of spamming. We are not spamming. Our messages are sent only to customers who voluntarily fill out forms on our website and other sites. If a customer replies with "STOP," we immediately stop contacting them. It seems Vonage is mistakenly flagging these "STOP" replies as spam.Unhelpful Responses: I have sent four emails to Vonages fraud department at ********************************* but each time, I received the same generic reply without a real solution.I ask Vonage to restore our *** service because we are not spamming. We are willing to reduce our *** volume if needed. Please help us resolve this issue.Thank you.

  Business Response

  Date: 01/17/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ******************** The complaint, logged on 01/10/2025, relates to Mr. ****** inquiring into his SMS services. Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******'s account.  On 11/18/2024, we contacted Mr. ****** informing him that his SMS campaign was temporarily suspended by The Campaign Registry (********************************) due to disallowed content (Unsolicited messages/Spam, unregistered brand traffic and High opt out rates) that was being sent via SMS.  This was the 2nd notice we received from The Campaign Registry.  On 01/09/2025, we received a 3rd notice from The Campaign Registry regarding Mr. ******'s account.  Our Fraud Team email Mr. ****** the follow notice below further explaining that their SMS campaign had been terminated.  Unfortunately, once a SMS campaign has been terminated, it cannot be restored on the Vonage platform.  

  ---

  Dear ***************,
  
  Your SMS campaign has been terminated due to being associated with disallowed content, specifically Unsolicited messages/Spam, unregistered brand traffic and High opt out rates.
  
  Please refer to our Acceptable Use Policy, which can be found at *******************************************************************, specifically,
  SMS/Texting. (for customers who signed up on or after July 1, 2022). SMS/Texting provided by Vonage is not meant to be unlimited, and Vonage is now required to comply with the new 10 DLC requirements, which includes placing a daily limit on the amount of SMS/Texting messages that is available to ensure the highest speed and deliverability of messages possible. 10 DLC stands for 10 Digit Long Code. It is the new standard for A2P messaging in the **, which applies to all messaging over 10 digit geographic phone numbers. Major US carriers have announced their requirements for SMS A2P (application-to-person) messaging using 10 digit geographic numbers, also known as 10 DLC. This new standard provides many benefits to our users including supporting higher messaging speeds and better deliverability. As part of Vonages compliance with this new requirement, Vonage is limiting the number of SMS/Text messages to ***** messages/day per Customer account. If you require additional SMS/Text messages capacity, please contact Vonage Support to increase your daily limit.
  
  *********************************************************************************************************
  
  Disallowed content:
  
  High-risk financial services - Payday/cash advance loans, Short term loans (unless from direct lender bank), Auto loans, Stock alerts, Mortgage loans, Student loans, Debt collection (unless for company sending message), Lead or commission generation, Tax relief programs, Cryptocurrency
  
  Get rich quick schemes - Deceptive work from home programs, Secret shopper ** *********, **************** opportunities, Multi-level affiliate marketing, Gambling/sweepstakes,
  
  3rd party - Debt collection or consolidation, Debt relief or reduction, Debt forgiveness, Credit repair, Lead generation, Generic job alerts, Brokers
  
  Controlled substances - Tobacco, Vaping, Cannabis/CBD, Illegal drugs
  
  SHAFT - ***, Hate speech, Alcohol, Firearms, Tobacco, Profanity
  
  Scams - Phishing, Fraud, Spam, Deceptive marketing
  
  Charity - Giving donations (case by case)
  
  Your account is still active for inbound and outbound calls, however SMS will no longer be provided.
  
  Sincerely,
  
  Vonage Fraud Department

  ----

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

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22793385
  
  I am rejecting this response because: This complaint is regarding the Complaint ID: ********. I am sorry I was not able to answer earlier as the email went to spam and I did not check the spam folder. Well, to answer what Vonage Business replied to my last complain is that its untrue and completely out of course. I have never been doing any number of text messages that could even reach 2000 daily limit. I completely understand the limitation of new 10 DLC and I never crossed them. My daily number of text messages were between 200 to 300 messages a day and the number of STOPS that I would get on doing that number of text messages did not exceed 15. I permit you to check my account's activity and if I have done more than 300 messages to the new customers and 200 conversational messages in the past 2 months I would definitely tell you to permanently ban me from Vonage Business but if did not I want full access to the account with the authority to send and receive messages because I cannot be more cautious then sending only 500 messages a day when the daily limit is 2000 messages said by Vonage Business itself. If still after knowing that I have never exceeded the limit and have been very careful do not allow me the text messages than that would be a great dishonesty. Moreover, I am never involved in the portion mention in the disallowed content. I have clearly mention multiple times that all the customer I reach want me to reach them and provide them with the quotation. All of them needs it and for that they fill up a form on my company's website and Vonage Business is aware of all that. There is no spamming and if once the customer tells me to STOP I never reached him/her again. You can also verify that in my account's activity. I never disturbed anyone and crossed the limitations.
  

  
  

  
  
  Sincerely,
  
  Muhammad Danish

  Business Response

  Date: 02/05/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ******************** The complaint, logged on 01/10/2025, relates to Mr. ****** inquiring into his *** services. Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******'s account. On 11/18/2024, we contacted Mr. ****** informing him that his *** campaign was temporarily suspended by The Campaign Registry (********************************) due to disallowed content (Unsolicited messages/Spam, unregistered brand traffic and High opt out rates) that was being sent via ***. This was the 2nd notice we received from The Campaign Registry. On 01/09/2025, we received a 3rd notice from The Campaign Registry regarding Mr. ******'s account. Our Fraud Team email Mr. ****** the follow notice below further explaining that their *** campaign had been terminated.  The termination is due to Disallowed Content as they were sending unsolicited Spam/marketing related traffic and high opt out rate.  Unfortunately, once a *** campaign has been terminated The Campaign Registry (********************************), it cannot be restored on the Vonage platform.

   

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

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22793385
  
  I am rejecting this response because:
  
  I am writing in response to your latest reply regarding my complaint (Complaint ID: *********. I am extremely disappointed by the lack of progress and the repeated, unhelpful responses I am receiving.
  In your most recent response, you have simply copied and pasted the same information from previous replies, which does not address the specific concerns I have raised. I want to reiterate the facts:
  SMS Volume and Limitations: My daily SMS volume has always been between ******* messages, far below the ***** messages per day limit that Vonage itself set. I have never exceeded this limit, nor have I engaged in activities that would justify my SMS campaign being flagged or terminated. I have already asked Vonage to verify my account activity to confirm that I have never sent more than 500 messages a day.
  No Disallowed Content or Spam: I have repeatedly explained that all messages are sent to customers who voluntarily request information, such as quotations, by filling out forms on our website. I also immediately stop contacting any customer who replies with "STOP." There is no "spam" involved, as all interactions are with willing recipients. I have asked Vonage to check my account activity to verify this.
  The Campaign Registry's Involvement: I understand that The Campaign Registry flagged my account, but I want to stress that I have complied with all the rules and guidelines. There has been no violation of Vonages policies or the new 10DLC requirements. The issue seems to stem from a misunderstanding or error in the system, not from any wrongdoing on my part.
  In your recent reply, you simply repeated the same notice from The Campaign Registry without addressing any of the key points I have raised or offering any solution to resolve this issue. This is not helpful, and it feels like Vonage is avoiding finding a solution.
  I am requesting that Vonage:
  Reassess the situation and provide a full investigation of my account's activity to confirm that I have adhered to all guidelines.
  Restore my ************ as I have never violated Vonage's terms and have always remained within the limits specified by your system.
  Provide a clear, direct resolution to this issue, rather than recycling old responses that do not address the core of the problem.
  If Vonage is unable or unwilling to provide a solution, I will be forced to escalate this complaint further.
  Please respond promptly with a solution or the steps you are taking to resolve this issue.
  
  Sincerely,
  
  Muhammad Danish

• Initial Complaint

  Date:12/06/2024

  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 have tried to follow Vonage's procedure 3 separate times. They have you fill out a request to cancel your account online and you are supposed to get a call within an hour. They never call back. I waited on hold for over 45 minutes twice and was directed at the end to leave a message with a number to call and they would get back within 24 hours. They never got back. Both times I left a message stating I wanted my account cancelled. After three more months of getting charged $63 dollars for a service I no longer use in any way, I called my credit card company and blocked the charges, and went through the cancellation process one more time and did not receive a call back, so I waited on hold for 45 minutes and left my phone and number when directed to leave a message. Vonage sent this to collections for over $900 dollars which would be over 15 months of charges. The only months they could not collect were August and September. I would like the remaining balance to be billed at $120 We have called the company multiple times and they cannot explain the over $900 charge. I have been actively trying to cancel since July 15.

  Business Response

  Date: 12/16/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ******* **********. The complaint, logged on 12/06/2024, relates to Mr. ********** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ************ account. Unfortunately Mr. ************ account was cancelled due to non-payment, which triggered their *** (Early Termination Fee) for the remainder of the contract.  We  have contacted Mr. ********** and expressed that we would waive the *** balance, but the he still would owe for the two (2) months of services that were not paid.  We have requested our Collections team pull all efforts regarding the balance of the account.  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:11/27/2024

  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 provided a phone system at our commercial business. We sold this business as of Aug 1, 2024 and all necessary paperwork that Vonage provided to us for transfer of service to the new owner was completed in July. However, Vonage continues to charge us a monthly charge, despite acknowledging that it is an error. They failed to collect the payment from the new ownership, so have just continued to charge our account. We are not able to log on online to remove our payment. They have charged 4 months of service, despite knowing and being informed of the error. They have said numerous times, the error was being fixed and a refund would occur but to date, we are still being charged. Weekly emails with Vonage and this senior channel manager, as well as a 3rd party facilitator have been occurring and Vonage has repeatedly stated they are sorry for the inconvenience. At this point we have had to consult with attorneys, paid interest on these charges, and spent personal time emailing multiple times a week to get resolution. We are owed $137.02 in fraudulent charges plus interest and attorney fees equating to $300.

  Business Response

  Date: 12/16/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ************************ The complaint, logged on 12/11/2024, relates to Mr. ******* inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account.  A refund for the charges were processed on December, 3rd 2024.  Mr. ******* should see this reflective on his upcoming statement.  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:11/26/2024

  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 a been a business customer of ********************** since 2020, not only had I recently found out that what they had been charging me was absurd but for the past few months my business line has not been working and it is literally impossible to get any help from them. My business line literally does not work, I have customers call me and they cannot hear me and I cannot hear them, I had to call them back on cell phone, in the beginning I just thought it was a weird issue but then it was happening on every call, I tested out with friends and it was not working so what am I paying for? What's even worse it is close to impossible to find any help, I called them and they said to use their webchat which is ** and then when you finally do talk to someone, the first time our chat got disconnected and they never reached back out, finally I found a place where I could open a case, someone did call me which I missed the call because I was not available and they did email me, I answered their questions but never got a response and I emailed them to follow up 4 times. Then I finally in the ** chat I said that I want to cancel my service and that is the only time they give you a phone # to call, I call and they have the nerve to tell me they have some specials going on but I told them I am done and I requested a refund of the past few months since the service I am PAYING for it not working and the *** said they won't be able to do that, I then asked to speak to a supervisor, the *** said he will give me the same answer, I said I don't care I want to talk to a supervisor, he puts me on hold for a really long time and then said ok someone will call you, I could already tell I was never going to get a call and guess what I did not, that was over a week ago, I even emailed their support and said that if I did not get a response by last Friday (today is Tuesday) that I would file a BBB complaint on Monday, I demand a refund because I have been paying for a service you have not provided me.

  Business Response

  Date: 12/09/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** *********. The complaint, logged on 11/16/2024, relates to Bednarski inquiring into account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *********** account. Ms. ********* first contacted us on 10/30/2024 regarding sound quality issues surrounding the account.  Our techs did some testing and escalated the order to our Engineers.  Unfortunately, Ms. ********* has decided to move forward with closing the account due to the issue.  The account has been closed and we have issued Ms. ********* a refund for the last month of services due to the issue.  The refund should reflect on Ms. *********** account within *************************** days.  
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22608153
  
  I am rejecting this response because:

  I would like two months of service refunded

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

  Business Response

  Date: 12/16/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** *********. The complaint, logged on 11/16/2024, relates to Bednarski inquiring into account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *********** account. Ms. ********* first contacted us on 10/30/2024 regarding sound quality issues surrounding the account.  Our techs did some testing and escalated the order to our Engineers.  Unfortunately, Ms. ********* has decided to move forward with closing the account due to the issue.  Ms. ********* was only billed once after the issue was reported to us.  We have issued a refund for that billing.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22608153
  
  I am rejecting this response because: I thought I already responded to this, I am have not received a refund yet and I would like a refund for at least two months because that is how long I had the problems for and it impacted my business tremendously in a negative way for way more than the cost of 2 months so this is the least Vonage can do is refund for for two months. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/08/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** *********. The complaint, logged on 11/16/2024, relates to Bednarski inquiring into account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *********** account. Ms. ********* first contacted us on 10/30/2024 regarding sound quality issues surrounding the account.  Our techs did some testing and escalated the order to our Engineers.  Unfortunately, Ms. ********* has decided to move forward with closing the account shortly after bringing the issue to our attention.  The account has been closed and we have issued Ms. ********* a refund for the month of services the issue was made aware to us.  The refund was processed on 12/11/2024.  She may need to contact her financial institution.  We have attached a copy of the refund transaction.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22608153
  
  I am rejecting this response because: I want at least 2 months of credit not one, I had these issues for more than one month and it lost me business and it was impossible to get help, I tried to contact them before that date as well many times. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/07/2024

  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.

  Switching my service to Vonage was the WORST business decision I have ever made. When signing up for the service they did not advise me that it would take MONTHS for *********** to be verified and approved. Had they told me this I would have not switched my service provider as I had no previous issues sending text messages. After taking months to get approved my SMS was finally approved and still did not work. I called customer service several times, and there was always one issue after ********** SMS worked for probably one week, before Vonage again cut the service off and has continued to keep the service off and they cannot tell me when it will be turned back on. I have ALREADY ported my numbers. I am unable to communicate with my clients which is necessary as a law firm, all while still paying for this terrible service. This company needs to be shut down. TELL ALL NEW CLIENT BEFORE SIGNING UP THAT THERE IS NO TEXT MESSAGE CAPABILITY.

  Business Response

  Date: 10/15/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** ******* . The complaint, logged on 10/07/2024, relates to Ms. ******* inquiring into SMS services.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ********* account. We are working closely with our SMS partner provider to mitigate risks related to phishing, smishing, and other similar unauthorized activities, and to restore sending SMS capabilities as quickly as possible. While we do not currently have an exact timeline for when the outbound service will be reactivated, please know that this is our top priority. We will have updated communications for all customers going out soon.  In the meantime, Ms. ******* here is a link to our status page: ******************************************** . We appreciate Ms. ********* patience in the matter.
  
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22389669
  
  I am rejecting this response because: this company has not made any indication as to when this issue will be resolved, why my particular account was affected and they should not be charging for services not received. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/24/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** ******* . The complaint, logged on 10/07/2024, relates to Ms. ******* inquiring into SMS services.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ********* account. We are working closely with our SMS partner provider to mitigate risks related to phishing, smishing, and other similar unauthorized activities, and to restore sending SMS capabilities as quickly as possible.  This is a temporary measure across the board for all customer, not just Ms. ************************* style="font-size: 0.875rem;">We will have updated communications for all customers going out very soon. W/r/t any billing concerns, we have issued Ms. ******* a credit due to the inconvenience.  

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

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22389669
  
  I am rejecting this response because: again, there is no indication as to when this issue will be resolved and I have been without service for months only receiving the same response. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/03/2024

  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.

  I opened an account with ********************** for my new business in August 2024, with the specific request that our business name be displayed on outgoing calls via the caller ID. However, we soon discovered that the caller ID was not reflecting our business name as requested. I initiated a support case on August 19, 2024, to address this issue, yet after multiple follow-up calls over several weeks, I was repeatedly informed that the settings had been reset and the issue should be resolved. It has now been six weeks, and the problem persists. This has led to significant frustration, as some customers have started to question the legitimacy of our business due to the lack of proper caller identification.After considerable delays, I was presented with two unsatisfactory options: 1) contact the customer "retention" team (only to find that no representatives were available to talk to me), or 2) cancel the account. While canceling the account may seem appealing given the poor customer service Ive experienced, this would cause further disruption to our business and exacerbate customer *********** this point, I insist that the matter be escalated immediately. I need a qualified engineerNOT a customer service representativeto review and resolve this issue as soon as possible. The lack of attention and follow-through on such a critical matter is unacceptable, and I expect a prompt and permanent solution.

  Business Response

  Date: 11/07/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ********************** The complaint, logged on 10/03/2024, relates to Ms. ********** requesting additional assistance regarding their Caller ID/CNAM.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding Ms. **********' account.  The Caller ID/CNAM record has been updated in the largest database (NEUSTAR).  We reviewed the information sent over by Ms. ********** and it appears she is testing your Caller ID by calling a cell/mobile number.  Caller Name ID works differently for mobile phones than for landline phones.  Typically, Caller Name ID is not included as a service in most mobile plans.  Mobile phones tend to display the **************** associated with the number, which is City and State (in this case ************).  *********** carriers offer Caller Name ID as a premium service to their subscribers, but currently, this service is an exception, rather than the norm. We have asked Ms. ********** to test on a landline, but we have not received feedback back from that request.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team