Complaints

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

• Initial Complaint

  Date:07/16/2024

  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.

  We haven't been able to text since May. We registered our number for *** compliance last year when Vonage requested us to do so, and we thought everything was clear. Then, suddenly, our business text line stopped working in late May. We had issues speaking to anyone; only after threatening to disconnect our service did someone from the retention department call, offering a credit, which wasn't what we were seeking, and assured us the *** issue would be resolved. We submitted the *** compliance again, but it still isn't working. We've tried calling several times and are not getting any answers. If you own a business and want to run a smooth operation and need VOIP, avoid Vonage. Their tech support and customer service are non-existent. I have given up trying to resolve this and had to rely on other means to use the text service with our clients. I will also be looking to eventually switch to another provider that actually cares about providing just decent support to their clients.

  Business Response

  Date: 07/22/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************.  The complaint served on July 17th, 2024, relates to Mr. ************************* additional assistance registering for 10DLC imposed by the *** (Mobile Network Operators).
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding the account.  ********************** has successfully submitted the registration information, but currently the submission is still under review by the carriers.  Once the campaign has been approved by The Campaign Registry (*********************************), they will allow SMS traffic to continue.  We have opened an expedited request with the carriers to review the submission.  We have reached out to ********************** to keep him up to date on the status of the 10DLC registration. 
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  
  
  
  ***********************
  Executive Response Team

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21998959
  
  I am rejecting this response because:

   

  The same response was given to me back in May in which I was assured they would expedite the process. Till this day I have not received any resolution or response from Vonage. Also, Vonage claims they reached out to me which is not true. I have not had any communication from Vonage regarding this matter 

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

  Business Response

  Date: 07/26/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************.  The complaint served on July 17th, 2024, relates to ********************** requesting additional assistance registering for 10DLC imposed by the *** (Mobile Network Operators).
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding the account.  ********************** campaign has been approved by The Campaign Registry (*********************************), and his SMS capabilities have been fully restored.    
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  
  
  
  ***********************
  Executive Response Team

• Initial Complaint

  Date:07/02/2024

  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 had scheduled my Vonage Service to disconnect in August of 2022, I have an email from my office confirming disconnection order is in place, and our Vonage Portal site clearly says right on the front page that the service was scheduled to disconnect on august of 2022- I had put another service provider in place- I have not used Vonage Services for years! However, when i terminated the employment of my bookkeeper, I noticed that although we cancelled service, and although I had another service in place, Vonage continued taking monthly payments out of my bank account since August of 2022. Right up until the day I called them in June of 2024, Vonage was taking funds out of my bank account of nearly $300/month. I filed a complaint with Vonage, I attached the same screen shot I have attached here, I was assured by the Vonage Rep that I would be sent a refund check, especially because their own portal confirms our disconnect order- yet they continued taking advantage of having my original ************* information. This is a tremendous amount of money to have "mistakenly" removed from my bank, and it has been over a month since I called requesting these funds be returned to me. I have not had any communication or refund received, since advising them, and they are still trying to take money out of my bank account!

  Business Response

  Date: 07/17/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. ******************** The complaint, logged on 07/02/2024, relates to Ms. ***** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ******* account.  It appears that due to ************** having multiple accounts, there was an oversight regarding the cancellation of this account in question.  A refund of $6,540.90 has already been issued to ************** on 06/09/2024 (screenshot).   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:06/25/2024

  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.

  Hello I have been calling Vongage for over a month to try and get an issue fixed with the vonage mobile app. I can not call cusomers with my outgoing mobile minutes. **** keep telling me that i will be getting a call back from a supervisor who can fix this problem but no one ever calls back. I am losing customer because i can get them after hours on the mobile app. This is unacceptable. case number is ********

  Business Response

  Date: 07/05/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************. The complaint, logged on 06/27/2024, relates to ************** requesting assistance with his mobile application.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. Our Executive Response Team ("ERT") contacted ************** to get more detailed information regarding his issue.  Currently the issue is not resolved, but our Engineering Team has been engaged to find out if the issue falls on the application or the mobile carrier.  
  
  
  Sincerely,
  ***********************
  Executive Response Team

  Customer Answer

  Date: 07/05/2024

  The issue is still not fixed although they are continuing to look into the matter. I do not want to close this until i have a complete resolution and I know the issue is fixed. 

  Business Response

  Date: 07/15/2024

  To Whom It May *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  I am writing in response to the complaint received on behalf of *********************. The complaint, logged on 06/27/2024, relates to ************** requesting assistance with his mobile application.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. Our Executive Response Team ("ERT") contacted ************** to get more detailed information regarding his issue.  Currently the issue is not resolved, but our Engineering Team has been engaged to find out if the issue falls on the application or the mobile carrier.  
  
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service 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 signed up for Vonage since December 22 and have been having all types of issues since. I spoke to someone from a 732 number in ** who said I could go ahead and port out and they will waive the early termination fee. I finally did so and have emailed "customer service" many times, and have yet to receive a response. I need this mater resolved ASAP.

  Business Response

  Date: 06/07/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 05/29/2024, relates to Ms. ******* looking to close out their account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account. Per our Terms of Services (************************************************************************) accounts are not closed via email.  We have moved forward with the cancellation of Ms. ******* Vonage account. The account was officially closed on 06/07/2024. 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: 06/13/2024

   
  Complaint: 21777235
  
  I am rejecting this response because:

  This response does not confirm that I will not be charged any cancellation fee. I need a response to confirm this as I was given permission to cancel, which is confirmed in the email below.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/14/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 05/29/2024, relates to Ms. ******* looking to close out their account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account. Per our Terms of Services (************************************************************************) accounts are not closed via email.  We have moved forward with the cancellation of Ms. ******* Vonage account. All termination fees were waived for the account.  The account was officially closed on 06/07/2024. 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: 06/19/2024

   
  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:05/28/2024

  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.

  vonage recently disabled text service due to 10DLC registration. they refuse to address the situation. i have had multiple failed registration attempts that they charge me $4 for each time and they have disabled the ability to speak to a live agent. all of their AI chats lead to nowhere and nobody will help me. the only option is to continue to pay $4 for failed registration attempts. this is not ok. i am losing business everyday i am unable to text my customers.

  Business Response

  Date: 06/13/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 05/28/2024, relates to ******************** having issues with registering for the The Campaign Registry (*************************************************************************************************)
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************ account. An agent from our Executive Response Team ("ERT") contacted ******************** requesting additional documentation associated with his EIN/Tax ID in order to have the account verified by the carriers to have their SMS traffic restored.  We are awaiting those documents and will continue to assist ******************** with getting his account verified for *****.
  

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

• Initial Complaint

  Date:05/16/2024

  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.

  As a result of SMS compliance policy, our texting capability has been at HALT since yesterday. I have been juggling to get this resolved since 2 days. To begin with, we are operating in ******* ****** and we do not text at all any telephone number outside my city ********. There is no question of calling the *** and even ******* province due to the nature of our business.Upon speaking to the Vonage representative after my couple of unsuccessful attempts to register in the portal yesterday, it seems that there is conflict in our business name in Vonage contract to what actually registered with Ontario incorporation registration. We are affiliated to a franchise and we have a unique corporation name - xxxxxx *********** and unique 9 digit Business number. I already have submitted BUSINESS NAME change form to Vonage after learning it.Customer service is not way equipped with adequate knowledge to ensure client's query are answered or resolved. Due Diligence factor of informing the Customer about the policy change is completely missing. Our business which is dependant on text messages is suffering and Vonage is not at help in this matter.1) I am expecting this to be resolved at the earliest;2) I expect an apology from Vonage ; and 3) I am looking for compensation for the services and time/harassment I have been through.

  Business Response

  Date: 06/07/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of ******************************. The complaint, logged on 05/17/2024, relates to ****************** inquiring into there company name change request and SMS capabilities.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ********************** account. An agent from our Executive Response Team ("ERT") contacted Ms. **************** they were successful in getting the company name change forms updated.  Currently ****************** account regarding SMS capabilities is pending Carrier Review due to new regulations (*************************************************************************************************) implemented by Mobile Network Operators (cell providers).  We anticipate the carriers to finalize ****************** approval within the next few business days.  We are continuously monitoring the updates for the account.

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

• Initial Complaint

  Date:05/06/2024

  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.

  Vonage ***************** ************** Double charging. On 3/20/2024 I received an email from Vonage ************* that the account was suspended due to nonpayment. I called the Vonage ************* Center at **************. I spoke with an agent that advised that amount due at that time was $43.83 for the month of March. The agent advised that they would process the payment, reinstate the account and assist with the overall phone service issues. The phone service was reinstated. The payment appeared on my credit card statement as: VBS*VONAGE BUSINESS ************ GA ***** USA Made on Wednesday, March 20, 2024 Posted on Thursday, March 21, 2024 I received an email on 5/06/2024 6:34 AM advising . " According to our records, we have not received payment for your monthly invoice generated on ***** 18, 2024. As a result, your account was suspended on May 06, 2024. You can no longer make calls or receive calls using your Vonage account.IMPORTANT: If you do not pay the past-due balance and reactivate your account before May 19, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.Update your credit card information online and refer to our Update Payment Information article for assistance."When going to the portal to process the payment due it advised that a payment for March was due. The portal would not accept the payment due for ***** but forces one to pay for March and *****. I contacted Vonage only to spend 24 minutes on the line while the agent advised that the account was past due $87 and shutdown due to fraud. He then advised me to email the fraud department to resolve this matter. I advised that this is ridiculous and I am missing business calls for a transport company! I questioned if he could update the portal and process the payment. He advised me to contact the fraud department. I was advised the same with the online

  Business Response

  Date: 05/13/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. ****************************** The complaint, logged on 05/06/2024, relates to **************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. Our Executive Response Team ("ERT") contacted **************** and explained the account is currently in arrears.  Below is a current breakdown of the payment history:

  Invoice date: December 18, 2023 $43.82 (Paid 1/18/2024)
  Invoice date: January 18, 2024 $43.83 (Paid 2/3/2024)
  Invoice date: February 18, 2024 $43.83 (Paid 3/20/2024)
  Invoice date: March 20, 2024 $43.83 (Unpaid)
  Invoice date: April 18, 2024 $43.67 (Unpaid)
  
  
  The March 20th invoice and April 18th invoices are unpaid, which is why the current balance is $87.50.  Vonage considers this matter resolved.

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

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21672610
  
  I am rejecting this response because:

  ********please note   BBB allows 30 mins to submit the response  the system advise error several times when attempting to upload my supporting documents  please review response in its entirety  

  I am not satisfied and this matter is NOT RESOLVED.  Every document submitted to BBB supports my claims of false charges, and errors.  Please see further document of conflicting emails with differentiating amounts and cancellation dates.  
  
  
  Recap : 
  I received an emailed invoice on Friday, May 3, 5:40 AM : 
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card.
  Transaction Date:
  Transaction Amount:
  Credit Card Type:
  Credit Card Ending In:
  Reason:
  May 02, 2024
  $43.67
  MasterCard
  ************8696
  Credit Floor
  You may view your monthly invoice here
  If we do not receive payment before May 05, 2024 your account
  
  
  I logged into the account to pay the listed invoice and avoid disconnection.  The portal requested $87.00 versus the $43 that invoiced.  My business phone service was disconnected for failure to pay the portal amount. We were unable to dispatch trips or receive calls that our medically challenged clients were ready for pick up or drop off. I contacted Vonage several times regarding the discrepancy. I was met with extended hold times, reps providing inaccurate information then referring me to the fraud department. I sent several emails  to have the phone service reinstated. I did not receive a response. I did not receive a response until I filed a complaint with the BBB.   
  
  
  May 6, 1:17 PM:  I filed the complaint with the BBB 
  
  
  Monday, May 6, 9:00 PM : I received a manipulated emailed invoice from *********************** with Vonage on reflecting the portal amount instead of the original invoice that was emailed several times prior to contacting the BBB.  The new manipulated invoice read : 
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card.
  
  
  Transaction Date:
  May 06, 2024
  Transaction Amount:
  $87.50
  Credit Card Type:
  MasterCard
  Credit Card Ending In:
  ************8696
  Reason:
  89: Credit Floor
  
  
  Please update your credit card information online and refer to our Update Payment Informationarticle for assistance. 
  
  
  Once your credit card is updated, click Pay Now to submit your payment.
  
  
  Sincerely,
  Vonage
  
  
  
  
  This email was sent from a mailbox that does not accept replies
  Transaction Date: May 06, 2024
  Transaction Amount: $87.50
  Credit Card Type: MasterCard
  Credit Card Ending In: ************8696
  Reason: 89: Credit Floor
  *********************** with Vonage advised that hed  logged into the portal that evening to reinstate the businesss phone service and sent the invoice until the matter is resolved.  Please note.  The matter is NOT resolved and the service is suspended. Please note.  The manipulated invoice does NOT list a cancellation date.  
  
  
  Friday, May 10, 5:40 AM: Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.  
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card. 
  
  
  
  
  Transaction Date:
  May 09, 2024
  Transaction Amount:
  $43.67
  Credit Card Type:
  MasterCard
  Credit Card Ending In:
  ************8696
  Reason:
  Credit Floor
  
  
  You may view your monthly invoice here.
  
  
  If we do not receive payment before May 14, 2024 your account will be automatically suspended.
  Transaction Date: May 09, 2024
  Transaction Amount: $43.67
  Credit Card Type: MasterCard
  Credit Card Ending In: ************8696
  Reason: Credit Floor
  
  
  
  
  Monday, May 13, 5:42 AM : Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.  
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card. 
  
  
  
  
  Transaction Date:
  May 12, 2024
  Transaction Amount:
  $43.67
  Credit Card Type:
  MasterCard
  Credit Card Ending In:
  ************8696
  Reason:
  Credit Floor
  
  
  You may view your monthly invoice here.
  
  
  If we do not receive payment before May 14, 2024 your account will be automatically suspended.
  
  
  To prevent additional declines and account suspension, please update your credit card information online. For instructions, please visit our Update Payment Information article.
  Transaction Date: May 12, 2024
  Transaction Amount: $43.67
  Credit Card Type: MasterCard
  Credit Card Ending In: ************8696
  Reason: Credit Floor
  
  
  Tuesday, May 14, 6:31 AM: Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.  
  
  
  According to our records, we have not received payment for your monthly invoice generated on April 18, 2024. As a result, your account was suspended on May 14, 2024. You can no longer make calls or receive calls using your Vonage account.
  
  
  IMPORTANT: If you do not pay the past-due balance and reactivate your account before June 06, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.
  Please note.  The billed amount due. The cancellation date.  The permanent cancellation date of June 06, 2024. 
  
  
  Tuesday, May 14, 2:57 PM:  Another manipulated invoice emailed prior to ****************** request to the BBB to close this matter.  Please note.  AGAIN, The manipulated invoice lacks a cancellation date.  
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card.
  
  
  Transaction Date:
  May 14, 2024
  Transaction Amount:
  $87.50
  Credit Card Type:
  MasterCard
  Credit Card Ending In:
  ************8696
  Reason:
  89: Credit Floor
  
  
  Please update your credit card information online and refer to our Update Payment Informationarticle for assistance.
  Transaction Date: May 14, 2024
  Transaction Amount: $87.50
  Credit Card Type: MasterCard
  Credit Card Ending In: ************8696
  Reason: 89: Credit Floor
  
  
  Tuesday, May 14, 3:10 PM: Vonage Business emailed the listed message . Please note that difference in the permanent account termination after reporting Vonage to the BBB.   The invoice  emailed on  Tuesday, May 14, 6:31 AM:  clearly states : IMPORTANT: If you do not pay the past-due balance and reactivate your account before June 06, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.
  Please note:  AGAIN:  The amount and cancellation dates differ.  
  
  
  Please note the attached photo from the Vonage portal reflecting a different cancellation date than the listed date via email.  Customer portal information listed below.  Is it left to the consumer to guess which is accurate ? 
  
  
  Customer Summary
  
  
  Account Number:
  ******
  Account Name:
  MediTrans Solutions LLC
  Account Status:
  Suspended
  Contact Name:
  *****************************
  Account Creation Date:
  02/03/2019
  Account Activation Date:
  02/18/2019
  Bill On:
  18th of every month
  Scheduled Cancellation Date:
  06/06/2024
  
  
  It appears that Vonages Representative *********************** is attempting to change the account cancellation date in his efforts of retaliation for filing a complaint with the BBB.  
  
  
  As a consumer it not my job to correct Vonages error.  It is their duty to honor whats invoiced and to adhere to the dates and deadlines of those invoices.  
  
  
  I am satisfied and this matter is NOT resolved. 
  
  
  James  with Vonage was not helpful.  He continues to deflect and refuses to admit that his team made an error.  He refuses to honor the amount that was billed to my company.  He refuses to acknowledge that 3 representatives from Vonage failed to provide accurate information.  Vonage billed my company the same invoice of $43 several times.  It did not issue an invoice for $87 until I contacted the BBB.  At that time ***** with Vonage manually reinstated the account and manipulated the system to generate a new invoice.  The following day another invoice generated for the original amount of $43.
  
  
  Ive been with Vonage Business for years and theyve never allowed an account to go beyond 30 days with active service.  If the payment was delinquent the service would have been disconnected. They have never allowed reinstatement of service with a payment of one month while being two months behind.  How does each invoice change the cancellation date?  How does a company invoice one amount but attempt to force consumers to pay a higher amount behind the scenes.  Vonage continues to invoice $43 not $87.  Again.  The invoice billing for $87 is being manipulated and  manually sent by Vonage rep *********************** after receiving the BBB complaint.   Again. Please see attached documents supporting my claim.  
  
  
  Unfortunately business owners and consumers are forced to deal with these predatory practices as its the point of contact for their clients.  I am being been forced to pay an amount that is not accurate due to the nature of my business. I am forced  to comply with predatory practices until I can have the number transferred to a better company.    Ive paid invoices several times in the past and service remains disconnected for several days without credit or reimbursement. I dont expect better from this company. *** also filed a formal complaint with the *** regarding these matters.  I am also seeking legal counsel regarding missed business calls due to Vonages  inaccurate billing and practices.  They are aware that my business numbers cant be transferred to another company while the account is inactive.  They changed dates in retaliation to my BBB filing which is also illegal. 
  
  
  Most consumers are exhausted and  become defeated with Vonage loopholes, extended hold times, call disconnections, and dealing with reps that are determined to purposely misunderstand while feeding consumers inaccurate information. Other consumers are simply too busy to report these type of vultures that overcharge and use predatory practices for ill-gotten gain. I am not that consumer.   This matter was handled very poorly and I would caution consumers to research this business and  to steer clear of Vonage.  This shows that they dont care about treating a few consumers poorly.   They only care when it becomes a $100 million kind of problem.  Please see the attached invoices supporting my claim.  Billing for one amount while forcing consumers to pay another amount is ABSOLUTELY DIABOLICAL.  
  
  
  Please note each invoice changes the cancellation date.  The manipulated (*********************** admits to creating after the complaint was filed) of $87 does not include a cancellation date.  The Vonage system has not generated an invoice billing for $87 since the manipulated invoice by *****.  *********************** with Vonage sent a manual invoice after I filed the BBB complaint. Since filing the complaint Vonage has sent several invoices and emails altering the disconnect date and account termination date. Pay close attention to the date, time, amount and cancellation date of each invoice.  Please review the latest invoice that threatens to suspend the entire account on 5/17/24 if payment isnt received. How did it change ?  The initial invoice advised account cancellation date was in June. Now its May 17, 2024?  Is this retaliation for filing a complaint with BBB.  Again, these attachments  support my initial complaint. Inaccurate billing, confusion, bullying, harassment, retaliation and predatory practices.  I will continue to speak out against Vonage and its corrupt practices.  I expect my business service to be restored and credited for the numerous times  that Vonage processed my payment without restoring service.  I expect to be treated fairly as a consumer until my business phones are transferred to another company.  I will NOT be harassed or bullied into paying inaccurate invoices by anyone.   I will exhaust every measure to be sure practices such as these are brought to the forefront and held accountable.  My business that serves a community is currently without service to contact  their provider regarding their scheduled appointments to medical facilities.   I have not been credited for the numerous amount of times the bill was paid but the service was not reinstated for days.  I have spent my valuable time attempting to resolve an error made by arrogant Vonage employees without credit or compensation for business calls missed !   I am disappointed in their level of service, transparency and lack of accountability.   CONSUMER BEWARE!!!  Im sure if each customer took the time to truly go through their records they would find SEVERAL overcharges , false charges, and manipulated invoices.   I have documented every response, call, email, invoice and payment.  I will not stop until Vonage honors the correct invoice and makes this right with me the CONSUMER !  
  
  
  Please note.  Ive given Vonage time to make this right.  Instead.  Ive been met with arrogance , harassment, differentiating charges and cancellation/termination dates.   I can only imagine what other consumers have dealt with that dont have the energy or fortitude to challenge Vonages practices.  
  
  
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/17/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. ****************************** The complaint, logged on 05/06/2024, relates to **************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. Our Executive Response Team ("ERT") contacted **************** and explained the account WAS in arrears, but has since been paid in full.  Unfortunately the account generally falls behind on payment often.  Attached is a screenshot and dates of us making attempts to reach out to **************** over the last 9 months when the account has fallen behind on payment.  Anything highlighted as "Collection-Do not Close or Change" is a new case where out agents have reached our regarding the account having an unpaid balance.  Also highlighted are times **************** has reached out to activate the account due to the account being suspended because of non-payment.  Also attached are the 2 invoices that were unpaid (they currently are paid) which shows the invoice dates and the date the invoices were paid (highlighted). Below is a current breakdown of the payment history:

  
  Invoice date: December 18, 2023 $43.82 (Paid 1/18/2024)
  Invoice date: January 18, 2024 $43.83 (Paid 2/3/2024)
  Invoice date: February 18, 2024 $43.83 (Paid 3/20/2024)
  Invoice date: March 20, 2024 $43.83 (Paid 05/15/2024)
  Invoice date: April 18, 2024 $43.67 (Paid 05/15/2024)
  
  
  Vonage considers this matter resolved as the account is up to date.  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21672610
  
  ** This is my second upload reject the response from Vonage.  The initial rejection was submitted on 5/15/24.  Note supporting documents.  This seconded rejection to the same response is being submitted again today 5/18/2. 
  BBB website 5/15/24:
  
  
  Sent: 5/15/2024 10:09:28 AM
  From:
  *****************************
  To:
  BBB of *************, ****** & NE *******
  Subject:
  do not accept the response made by the business to resolve this complaint
  Complaint: 21672610
  *** rejecting this response because:
  ********please note BBB allows 30 mins to submit the response the system advise error several times when attempting to upload my supporting documents please review response in it's entirety
  I am not satisfied and this matter is NOT RESOLVED. Every document submitted to BBB supports my claims of false charges, and errors. Please see further document of conflicting emails with differentiating
  ****My second attempt to process my rejection via the BBBB response below :
  This matter was not resolved.   I am not satisfied with the outcome.  **********; with Vonage was not helpful.  He continues to deflect and refuses to admit that his team made an error.  He refuses to honor the amount that was billed to my company.  He refuses to acknowledge that 3 representatives from Vonage failed to provide accurate information.  Vonage billed my company the same invoice of $43 several times.  It did not issue an invoice for $87 until I contacted the BBB.  At that time ***** with Vonage manually reinstated the account and manipulated the system to generate a new invoice.  The following day another invoice generated for the original amount of $43.  The invoice billing at $43 has a cutoff date of 5/14/24.  The invoice billing in the estimated amount of $87 has a disconnect date of 5/23/24.   The service was disconnected on 5/14/24 in accordance with the original invoice estimated at $43.  If the manipulated invoice was correct the service wouldve disconnected on 5/23/24 not 5/14/24. 
  
  
  Ive been with Vonage Business for years and theyve never allowed an account to go beyond 30 days with active service.  If the payment was delinquent the service would have been disconnected. They have never allowed reinstatement of service with a payment of one month while being two months behind.  How does each invoice change the cancellation date?  How does a company invoice one amount but attempt to force consumers to pay a higher amount behind the scenes.  Vonage continues to invoice $43 not $87.  Again.  The only invoice billing for $87 was manually sent by Vonage rep *********************** after receiving the BBB complaint.   Again. Please see attached documents supporting my claim.  
  
  
  Unfortunately business owners and consumers are forced to deal with these predatory practices as its the point of contact for their clients.  Ive been forced to pay an amount that is not accurate due to the nature of my business. I am forever to comply with predatory practices until I can have the number transferred to a better company.    Ive paid the inaccurate charges and the service is still disconnected. This is not the first time that the invoice is paid but the service remains disconnected for several days without credit or reimbursement. I dont expect better from this company. *** also filed a formal complaint with the *** regarding these matters.  
  
  
  Most consumers are feel and  become defeated with Vonage loopholes, extended hold times, call disconnections, and dealing with reps that are determined to purposely misunderstand while feeding consumers inaccurate information. Other consumers are simply too busy to report these type of vultures that overcharge and use predatory practices for ill-gotten gain. I am not that consumer.   This matter was handled very poorly and I would caution consumers to research this business and  to steer clear of Vonage.  This shows that they dont care about treating a few consumers poorly.   They only care when it becomes a $100 million kind of problem.  Please see the attached invoices supporting my claim.  Billing for one amount while forcing consumers to pay another amount is ABSOLUTELY DIABOLICAL.  
  
  
  Please note each invoice changes the cancellation date.  The manipulated (*********************** admits to creating after the complaint was filed) of $87 does not include a cancellation date.  The Vonage system has not generated an invoice billing for $87 since the manipulated invoice by *****.  *********************** with Vonage sent a manual invoice after I filed the BBB complaint. Since filing the complaint Vonage has sent several invoices and emails altering the disconnect date and account termination date. Pay close attention to the date, time, amount and cancellation date of each invoice.  Please review the latest invoice that threatens to suspend the entire account on 5/17/24 if payment isnt received. How did it change ?  The initial invoice advised account cancellation date was in June. Now its May 17, 2024?  Is this retaliation for filing a complaint with BBB.  Again, these attachments  support my initial complaint. Inaccurate billing, confusion, bullying, harassment, retaliation and predatory practices.  I will continue to speak out against Vonage and its corrupt practices.  I expect my business service to be restored and credited for the numerous times  that Vonage processed my payment without restoring service.  I expect to be treated fairly as a consumer until my business phones are transferred to another company.  I will NOT be harassed or bullied into paying inaccurate invoices by anyone.   I will exhaust every measure to be sure practices such as these are brought to the forefront and held accountable. 
  
  
  Recap : 
  I received an emailed invoice on Friday, May 3, 5:40 AM : 
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card.
  Transaction Date:
  Transaction Amount:
  Credit Card Type:
  Credit Card Ending In:
  Reason:
  May 02, 2024
  $43.67
  MasterCard
  ************8696
  Credit Floor
  You may view your monthly invoice here
  If we do not receive payment before May 05, 2024 your account
  
  
  I logged into the account to pay the listed invoice and avoid disconnection.  The portal requested $87.00 versus the $43 that invoiced.  My business phone service was disconnected for failure to pay the portal amount. We were unable to dispatch trips or receive calls that our medically challenged clients were ready for pick up or drop off. I contacted Vonage several times regarding the discrepancy. I was met with extended hold times, reps providing inaccurate information then referring me to the fraud department. I sent several emails  to have the phone service reinstated. I did not receive a response. I did not receive a response until I filed a complaint with the BBB.   
  
  
  May 6, 1:17 PM:  I filed the complaint with the BBB 
  
  
  Monday, May 6, 9:00 PM : I received a manipulated emailed invoice from *********************** with Vonage on reflecting the portal amount instead of the original invoice that was emailed several times prior to contacting the BBB.  The new manipulated invoice read : 
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card.
  
  
  Transaction Date:
  May 06, 2024
  Transaction Amount:
  $87.50
  Credit Card Type:
  MasterCard
  Credit Card Ending In:
  ************8696
  Reason:
  89: Credit Floor
  
  
  Please update your credit card information online and refer to our Update Payment Informationarticle for assistance. 
  
  
  Once your credit card is updated, click Pay Now to submit your payment.
  
  
  Sincerely,
  Vonage
  
  
  
  
  This email was sent from a mailbox that does not accept replies
  Transaction Date: May 06, 2024
  Transaction Amount: $87.50
  Credit Card Type: MasterCard
  Credit Card Ending In: ************8696
  Reason: 89: Credit Floor
  *********************** with Vonage advised that hed  logged into the portal that evening to reinstate the businesss phone service and sent the invoice until the matter is resolved.  Please note.  The matter is NOT resolved and the service is suspended. Please note.  The manipulated invoice does NOT list a cancellation date.  
  
  
  Friday, May 10, 5:40 AM: Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.  
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card. 
  
  
  
  
  Transaction Date:
  May 09, 2024
  Transaction Amount:
  $43.67
  Credit Card Type:
  MasterCard
  Credit Card Ending In:
  ************8696
  Reason:
  Credit Floor
  
  
  You may view your monthly invoice here.
  
  
  If we do not receive payment before May 14, 2024 your account will be automatically suspended.
  Transaction Date: May 09, 2024
  Transaction Amount: $43.67
  Credit Card Type: MasterCard
  Credit Card Ending In: ************8696
  Reason: Credit Floor
  
  
  
  
  Monday, May 13, 5:42 AM : Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.  
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card. 
  
  
  
  
  Transaction Date:
  May 12, 2024
  Transaction Amount:
  $43.67
  Credit Card Type:
  MasterCard
  Credit Card Ending In:
  ************8696
  Reason:
  Credit Floor
  
  
  You may view your monthly invoice here.
  
  
  If we do not receive payment before May 14, 2024 your account will be automatically suspended.
  
  
  To prevent additional declines and account suspension, please update your credit card information online. For instructions, please visit our Update Payment Information article.
  Transaction Date: May 12, 2024
  Transaction Amount: $43.67
  Credit Card Type: MasterCard
  Credit Card Ending In: ************8696
  Reason: Credit Floor
  
  
  Tuesday, May 14, 6:31 AM: Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.  
  
  
  According to our records, we have not received payment for your monthly invoice generated on April 18, 2024. As a result, your account was suspended on May 14, 2024. You can no longer make calls or receive calls using your Vonage account.
  
  
  IMPORTANT: If you do not pay the past-due balance and reactivate your account before June 06, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.
  Please note.  The billed amount due. The cancellation date.  The permanent cancellation date of June 06, 2024. 
  
  
  Tuesday, May 14, 2:57 PM:  Another manipulated invoice emailed prior to ****************** request to the BBB to close this matter.  Please note.  AGAIN, The manipulated invoice lacks a cancellation date.  
  
  
  We were not able to process your payment for account ****** due to an issue with your credit card.
  
  
  Transaction Date:
  May 14, 2024
  Transaction Amount:
  $87.50
  Credit Card Type:
  MasterCard
  Credit Card Ending In:
  ************8696
  Reason:
  89: Credit Floor
  
  
  Please update your credit card information online and refer to our Update Payment Informationarticle for assistance.
  Transaction Date: May 14, 2024
  Transaction Amount: $87.50
  Credit Card Type: MasterCard
  Credit Card Ending In: ************8696
  Reason: 89: Credit Floor
  
  
  Tuesday, May 14, 3:10 PM: Vonage Business emailed the listed message . Please note that difference in the permanent account termination after reporting Vonage to the BBB.   The invoice  emailed on  Tuesday, May 14, 6:31 AM:  clearly states : IMPORTANT: If you do not pay the past-due balance and reactivate your account before June 06, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.
  Please note:  AGAIN:  The amount and cancellation dates differ.  
  
  
  As a consumer it not my job to correct Vonages error.  It is their duty to honor whats invoiced and to adhere to the dates and deadlines of those invoices.  
  
  
  I am NOT satisfied and this matter is NOT resolved. 
  
  
  
  
  ****************************;
  

• Initial Complaint

  Date:05/01/2024

  Type:Product 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.

  Case number 1038 3746: I canceled my account ******** on 11/27/23 (and was sent an email by Vonage confirming that on 11/27/23). I was told at that time that there would be no further charges if my account was paid through November, which it was. However, I was charged on 11/28/23 for December/2023 and 12/31/23 for January/2023. I was charged ***** for each month, totaling $67.96. I have been trying to get a refund now for four months. In the meantime, I had Vonage blocked on my checking account so no further charges could go through. That caused a problem, because a refund could not be deposited while the account was blocked. I had the account unblocked on 1/22/24. So my refund of $67.96 could now be credited to my account. On February 23, I received an email from Vonage which said, in part, The refund for $67.96 will be sent in 24 to 48 business hours and it will be reflected in your bank account in 10 days. At the latest then, it would be paid on March 8, 2024. It wasnt. And has not been paid since, despite my making several calls to and chats with Vonage, during which the reps acknowledged the problem and said they would resolve it. They didnt, even though I received at least three promises by Vonage to pay. And each time I was told the same thing: The refund for $67.96 will be sent in 24 to 48 business hours and it will be reflected in your bank account in 10 days. No refund has been made as of today. One more thing: last week I chatted with another Vonage rep, who like all the others I talked, had to learn the facts of the case from scratch. The chat ended with him telling me I would receive an email just as soon as the refund was approved, in spite of the fact that it had already been approved a few months ago.

  Business Response

  Date: 05/06/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ************************ The complaint, logged on 05/01/2024, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account.  We have attempted to process ****************** refund numerous times, but his credit card institution is rejecting the refund due to blocks associated with the card.  We reached out to ************** on 05/01/2024 and he stated he has reached back out to his CC company that day and they should have the blocks removed by Wednesday May 8th, 2024.  We will again attempt to process the refund then. 
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

  Customer Answer

  Date: 05/06/2024

  I have been promised by the contact person at Vonage that a deposit for a full refund will be made in my account on Wednesday, May 8. Will let you know if that happens.

   

  Business Response

  Date: 05/10/2024

  To Whom It May *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  I am writing in response to the complaint received on behalf of Mr. ************************ The complaint, logged on 05/01/2024, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account.  We have attempted to process ****************** refund numerous times, but his credit card institution is rejecting the refund due to blocks associated with the card. We've reached out to ************** explaining that he will need to contact his bank and remove the blocks preventing the refund.  The block associated with his credit card has finally been removed and ************** was issued a refund for $67.96.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

  Customer Answer

  Date: 05/10/2024

   
  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:04/19/2024

  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.

  I recently received a letter in the mail from a collection agency in regards to false claims from Vonage business that my account was closed for non payment and that I owed approx $710.00 for a fee. However this is false. I was mth to ******* closed my account with them last fall. I don't recall the exact date or month but I called and spoke with an Asian woman with a thick Indian accent. She cancelled my account as I had closed my business. I remove my credit card from the Vonage portal however it did not let me but the rep assured me that the card would be removed and the account would be closed. Fast forward to now which is when I received the letter from the collection agency. I then called Vonage business who never contacted me. They sent this to collections I asked them why did they not send me anything to my address at my home as that is the best way to contact the customer. The rep said that they emailed me. I told him that I closed the business, closed the phone with them and the email. He kept saying they emailed me. His story changed a bit to say that he called me. I asked him what number did they call me on. The # he mentioned was the phone # of the Vonage account that I had closed with them back in the fall of 2023. It's frustrating because this isn't the first time that I have used Vonage. I used Vonage for another business which needed texting so I'm aware of how to close the account. The rep I spoke to said that the account was closed for non payment which is not true. I paid my last month on the account in Jan bc I was month to month and not on a contract. I removed that card from the portal but this gentleman says that they ran the card several times for non payment in Feb and March but how if it was removed. They kept my card # & ran it even after I removed it. This is PCI non compliance. PCI DSS requires Vonage to only store & retain my card ************** dates only for the time required for business purposes. They broke this rule also.

  Business Response

  Date: 04/26/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 04/19/2024, relates to ************ inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **************** account.  We have reached out to ************ to inform him that we have removed the account from all collections efforts.  Vonage considers this matter resolved.

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

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21596778
  
  I am rejecting this response because: I have not received any proof that this has been removed other than an email saying that It will be removed. I have reached out to the collection agency and they have no information on this matter as of yet. I would like a letter for my records stating that this has been removed so that I don't have to contact the BBB to get anything else resolved on this matter. Thank you kindly for your assistance. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/29/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 04/19/2024, relates to ************ inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **************** account.  We have reached out to ************ to inform him that we have removed the account from all collections efforts.  We have attached a document for his records concerning this debt.

   

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

• Initial Complaint

  Date:04/04/2024

  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.

  On 12/8/2022 we had decided to change our office phone plan to Vonage Business. In that process we had 4 lines, two of which were ported over from Vonage Home / Small Business to the Vonage Business platform. We wanted the other two numbers canceled since we had no need for those anymore. Fast forward to March of 2024 and Dr. *************************** wife noticed we were being double charged for Vonage Home / Business for two numbers we still didn't use. Of course I called Vonage Home / Small Business to ask why that error was made and how it was not canceled when we had those two other numbers ported out to Vonage Business. I was on the phone for quite sometimes when I asked to simply credit the months we were charged for those lines. She refused several times and said that we never wanted those lines canceled. I said there is no usage because we don't use them in our office anymore. Nothing is hooked up to those lines at all. She said that it wasn't mentioned in the porting process. I said then can you please send me the conversation since you are seeing we didn't talk about that. She said they have no way to send me anything with a conversation. *Before this last talk on 4/2/24 they said they would credit us 2 months, I of course refused because that's not even close to what we were asking*. I could barely understand the reps to begin with, they showed no remorse or we are so sorry for what happened....what can we do to make it right. Nothing. They said we won't even offer you the 2 months credit now because we don't see in the conversation you wanted the lines canceled. I said no I did say that because why would I make my boss pay for 2 lines of services we would never use after the other 2 numbers were ported over. I said can you please send me a transcript of the said conversation. If I didn't say anything then that's fine. If I did say something then that is completely different. They said they didn't have the ability to show me.

  Business Response

  Date: 04/15/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************. The complaint, logged on 04/07/2024, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. Our Executive Response Team ("ERT") contacted ************** to understand the issue.  It appears that the customer moved from our Residential platform over to our Business platform, but left the Residential account opened.  Subsequently, the customer continued to be billed for the numbers left on that account.  We are issuing ************** a refund for the funds associated with the Residential account.  The Residential account has been officially closed.  Vonage considers this matter resolved.

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

  Customer Answer

  Date: 04/15/2024

   
  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,
  
  *****************