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:01/30/2024

  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.

  It has gotten so far to this matter because when we first had a problem with our phones we contacted Vonage and they said the problem was on our end and we should call a technician to fix it on our side.

  We did that. After spending days and $1,000.00 for the technicians service we came to find out that the problem was from Vonage not us.

  We spoke with Vonage on several occasions on this matter and other matters, like, why were their phone numbers on our account that we never purchased and we were getting charged for.

  The days the phones weren't working because Vonage had an outage or there was other reasons.

  The endless phone calls going on until 10pm in 2 instances when the phones weren't working (ringing) at all.

  The representative said we would be reimbursed the $1,000.00 we spent on the technician.

  Because of the service from Vonage we lost over $100,000.00 in sales which I have proof of.

  We also were threatening by one of their reps stating we are under a contracted and can not take our lines to another carrier. This is a lie. We never had or have any contract with Vonage. This a bait and switch tactic. 

   

  Thank you

   

   

  Business Response

  Date: 02/05/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 01/31/2024, relates to ****************** inquiring into porting out some numbers from his account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account. Our Executive Response Team ("ERT") contacted ****************** and provider Mr. Sankari a CSR ***************** Record) detailing the porting out information.  Mr. ******* stated he has received the document and will proceed with porting some of his number.  Vonage considers this matter resolved.

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

  Business Response

  Date: 02/07/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 01/31/****, relates to ***************** inquiring into porting out some numbers from his account.
  
  ********************** has reviewed the details surrounding the complaint,and our records regarding ********************** account. Our Executive Response Team ("ERT") contacted ****************** and provider ****************** a CSR ***************** Record) detailing the porting out information.  ****************** stated he has received the document and will proceed with porting some of his numbers.  With respect to any phone issues, our team has addressed them and expressed to the customer that we are not their IT helpdesk and that certain network configurations would have to be addressed by them.  Attached also showed that some of the call routing issues they may have experienced is due to the customer making certain changes to the account themselves. We reviewed the calls and ****************** stated that his technician cost was $120 and as a measure of good faith, we credited (attachment) him the $120 he stated his technician cost.  As of Feb.1st, **** we issued ****************** another good faith credit of $100.00 (attached).  The account is still under contract until 08/11/****, but we have decided to terminate the contract and waive the *** (Early Termination Fee) whenever ****************** decides to cancel the account.  ********************** considers this matter resolved.
  
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21216433
  I am rejecting this response because:
  Sincerely,
  *************************

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

  The response from Vonage is totally false.

   

  Attached also showed that some of the call routing issues they may have experienced is due to the customer making certain changes to the account themselves.

  This is 100% false. There were no changes made by us. The issues were with Vonage.

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

  We reviewed the calls and ****************** stated that his technician cost was $120 and as a measure of good faith, we credited (attachment) him the $120 he stated his technician cost.

  False. I told them the IT person cost $1,000.00 and they said they would reimburse me. I do not accept $120.00 credit. 

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
  
  As of Feb.1st, **** we issued ****************** another good faith credit of $100.00 (attached). I do not accept $100.00 credit.

  The account is still under contract until 08/11/****, but we have decided to terminate the contract and waive the *** (Early Termination Fee) whenever ****************** decides to cancel the account.  ********************** considers this matter resolved. False. I never had a contract for services only to move the phone numbers to Vonage. I would like to see a contract that states that I am under contract until 8/11/24, signed by me.

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
  
  Also, I would the physical address for Vonage. I've asked several times and have gotten the "run-around" for years.

  Business Response

  Date: 02/07/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 01/31/****, relates to ***************** inquiring into porting out some numbers from his account.
  
  ********************** has reviewed the details surrounding the complaint,and our records regarding ********************** account. Our Executive Response Team ("ERT") contacted ****************** and provider ****************** a CSR ***************** Record) detailing the porting out information.  With respect to any phone issues, our team has addressed them and expressed to the customer that we are not their IT helpdesk and that certain network configurations would have to be addressed by them.  Call routing issues they may have experienced is due to the customer making certain changes to the account themselves (logs of changes made by customer already attached).  We reviewed the calls and ****************** stated that his technician cost was $120 and as a measure of good faith, because we are not their IT helpdesk, we credited (attachment) him the $120 on December 26th,2023 the amount he stated his technician cost. Attached shows all credits already issued to ****************** within the last 60 days.  As of Feb.1st, **** we issued ****************** another good faith credit of $100.00 (attached).  The account is currently still under contract until through 08/11/**** (contract renewal), but we have decided to terminate the contract and waive the *** (Early Termination Fee) whenever ****************** decides to cancel the account.  We have attached a copy of the contract from when the account was established and additional information regarding the agreed upon contract can be found at our Terms of Services (************************************************************************).Vonage considers this matter resolved.
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:01/16/2024

  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.

   
  Complaint: 21155369
  
  I am rejecting this response because:

  The business use electronic methods to contact me which is not acceptable. I enrolled for services in August of 2021 with a previous email that is no longer in operation ( the contract attached is not a signed contract ).  The company has sent emails related to our calls and voicemail to the correct email address but not the invoices or failed payments so I feel this is a company error. I did not receive any phone calls, voicemails or mail correspondence from Vonage to resolve this matter this is an oversight on their end. I would like them to share the phone number they called and provide a call log where a voicemail was left . I am attaching the copy of the email we received from voicemails we received to the correct email address from vonage . Why would our bills not be sent the same way? I was a long time customer and this is not a proper way to handle the type of situation . I have lost many customers and revenue due to the companys oversight and would like them to rectify the situation by closing the account at a zero balance.  Thank you.
  
  Sincerely,
  
  *******************************

  ance of $98.46 I agreed to pay the amount. . An agent called me to process it but along with unexpected cancellation fee 400, which was not disclosed during my initial signup in 2021. I was advised to dispute this fee with a collection agency.I find this billing practice to be unfair and potentially illegal, especially considering the absence of any written communication or phone call regarding the matter. The impact on my business has been severe, resulting in a loss of clients and revenue.I kindly request the Better Business Bureau's assistance in urging Vonage to rectify this situation by canceling the billing, leaving my account at a zero balance, and closing the account promptly, allowing me to transition to another service provider.I would like to provide any relevant documents but the service provider has deleted my account and all correspondence. Thank you for your prompt attention to this matter.Sincerely,******************************* Kids Play Korner LLC ************

  Business Response

  Date: 01/24/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***********************************. The complaint, logged on 01/17/2024, relates to ******************** inquiring into a billing concern.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************ account.  ************************ account was cancelled due to non-payment on 12/14/2023.  ************************ unpaid invoice generated on 11/13/2023 and over the course of the next month, we sent at least 4 emails to the company contact (the email the customer provided when signing up) and called the customer a minimum of 2 times to inform them of the unpaid balance.  On 11/30/2023, we again emailed the customer informing them that the services were suspended due to non-payment and that the account would be cancelled on 12/14/2023.  We never received any correspondence back from ******************** until a month after (01/15/2024) the account had been cancelled.  Currently there is a balance on the account of $448.86 which includes the unpaid balance and the remaining months of ************************ contract (attached).  As a measure of good faith, we will reduce ************************ unpaid balance 50% ($224.43) to settle the account in full.  

  I am confident that this information will be helpful in resolving this matter.
  

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

  Business Response

  Date: 01/30/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***********************************. The complaint, logged on 01/17/2024, relates to ******************** inquiring into a billing concern.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************ account.  ************************ account was cancelled due to non-payment on 12/14/2023.  ************************ unpaid invoice generated on 11/13/2023 and over the course of the next month, we sent at least 4 emails to the company contact (the email the customer provided when signing up) and called the customer a minimum of 2 times to inform them of the unpaid balance. If the customer decides to change their contact email, the onus is on the customer to either login and change the contact email or contact us to update it.  Neither happened unfortunately.  We have attached previous correspondence with the customer with the same email address associated with the account at set up.  We have also attached a log of the calls made to the contact number (the one listed when the account was opened and the one listed in this complaint).   On 11/30/2023, we again emailed the customer informing them that the services were suspended due to non-payment and that the account would be cancelled on 12/14/2023.  We never received any correspondence back from ******************** until a month after (01/15/2024) the account had been cancelled.  Currently there is a balance on the account of $448.86 which includes the unpaid balance and the remaining months of ************************ contract (previously attached).  Here are the *** (************************************************************************) agreed to by the customer at sign up.  To help resolve, we will reduce ************************ unpaid balance 50% ($224.43) to settle the account in full.  Vonage has made a good faith effort to resolve this.

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

  Customer Answer

  Date: 01/30/2024

  Subject: Re: Complaint #******** - Rejection of Response
  
  To whom it may concern,
  
   I am writing to express my dissatisfaction with the response provided by your company in connection with complaint #********. My rejection is based on the following grounds:
  
  1. Lack of Communication: No message was left during the alleged attempts to reach us in November or December regarding account closure or an outstanding balance.
  
  2. Inaccurate Information: Contrary to the company's claim, there is no record of a call received from your customer service representative in November, as stated. We have not been informed about any issues.
  
  3. Updated Email Address: Proof is attached, showing our email address were notices were sent since 2022. Despite this, we received no communication other than my recent attempt to reach you regarding the outstanding balance and reactivating my services in early January . We question why invoices were not sent to the updated email or mailed to our address since we have never had issues before.
  
  4. Contract Verification: We request a copy of the signed and dated contract referred to, as our understanding is that the two-year contract concluded in August 2023.
  
  5. Invoice Concerns: We are willing to settle the remaining balance for services through the  invoice up to 12/10/2023 we will not be paying additional contract cancelation fees its just not fair business practice, but we insist on receiving a copy of the invoice promptly.
  
  We believe it is unjust for us to be held responsible for fees beyond the contract period. Your prompt attention to these matters is appreciated, and we expect a resolution that aligns with the facts presented.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:12/31/2023

  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.

  Dear Vonage Customer Support,I am writing to express my profound dissatisfaction and frustration with the ongoing issues I have encountered as a customer of **********************. The combination of a severe service disruption and ****************** problems has created a situation that is not only disruptive to my business but also eroding my trust in Vonage as a service provider.Service Disruption:Duration: Two days ************* lines have been completely out of service.Actions taken: Multiple attempts to contact technical support have yielded no concrete update or resolution.Billing Nightmares:Nature: The billing statements are riddled with confusing charges and inconsistencies.Communication Discrepancies: The actual bills do not align with the pricing details communicated during the initial sales process.Additional Concern: We've received calls assuring a specific monthly bill amount, yet the actual bills consistently exceed the promised figure.This situation is unacceptable, as it is severely impacting our day-to-day operations and eroding the trust we place in Vonage as our chosen service provider. The lack of transparency and timely resolution to these issues is disappointing and does not align with the level of service we expect.I am urging Vonage to take immediate action to investigate and address these matters. A swift resolution is not only necessary to restore our disrupted services but also to rebuild the trust that has been significantly compromised.I expect a comprehensive response detailing the steps Vonage will take to rectify the service disruption and billing irregularities promptly. If necessary, I am open to further communication through a phone call or meeting to ensure these matters are addressed with the urgency they deserve.Thank you for your immediate attention to this urgent complaint.Sincerely,*****************************

  Business Response

  Date: 01/02/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of ************** The complaint, logged on 12/29/02/2023, relates to Ms. ********;looking having account issues surrounding billing and support.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ***** account. An agent from our Executive Response Team ("ERT") contacted Ms. *** and to discuss the current issues.  It appears that the main issue they are having are with some phone lines/phone numbers.  They unfortunately ported their numbers away to a different provider and during the onboarding processes with the new provider they cancelled the services.  The new carrier/provider never cancelled the port request therefore their numbers have ported out to RingCentral and they have closed that account.  We have suggested to the customer to start the process of porting their numbers back to Vonage as this will fix the phone lines/phone numbers issues.

  In relation to their billing, the customer needs to clear out their Company Call recordings as they have hundreds of hours of sitting on the system.  Since they never remove or delete these recordings, it consistently grows and adds additional hours (charges) to the account.  Once removed or deleted recordings happen, we can adjust the customer billing lower.  We are in constant contact with the customer to address these issues to find a resolution.

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

• Initial Complaint

  Date:12/20/2023

  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.

  
  Complaint: 20984413
  
  I am rejecting this response because:  I tried again this morning to move this along and once again your Vonage customer service person indicated that I don't need an onboarding person to explain your features.  I should just go in and fill everything out myself or I can wait until Friday the 15th at 12:15 to talk to a onboarding representative.  My comment back was I have patients during the day.  Let me indicate the time and day when I am available.  I indicated please have someone call me tomorrow December 13 at 2:00 CST  The line went dead.  So I am back to ********** again. The Pin that I received without any hassle from ******** is only good through the 14th of December.

  If we can't get this straightened out, i.e., completed prior to the 14th I am going to stay with ********.  If that ends up being the case cancel the agreement and refund my money.

  
  Regards,
  
  *********************

  Business Response

  Date: 12/12/2023

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

  Customer Answer

  Date: 12/20/2023

  Monday, December 4, 2023, I signed a 1 year business line agreement through one of your employees. I have his name but won't mention it. My problem that needed solving was the absolute mess that ******** created for my Audiology Practice. Having closed an under performing office location I simply asked ******** to forward all the calls from the closed office phone number ************ into our main number ************. I asked for a seamless transfer so a call coming in will ring three times like any other call and if not answered be picked up by voice mail. Simple setup. Your salesperson said no problem, signed me up and received my credit card number. He knew this due to the issue was a rush thus, I asked to be onboarded right away. I was turned over to a person that could barely speak English. I am hearing disabled so I had to let her know to talk slowly and speak up. I am an Audiologist and wear hearing aids that connect directly to my iPhone. Works great 98% of the time. As I went through the questions and typed the answers she did not make a sound. I had to ask a couple of times if she was still there. Thus, I had no idea what this was all about other than reading the information. I arrived at the *** request portion and told her the form would not let me go any further. She indicated that I needed to call ******** to get that information. I asked can I save what I already completed and she said no. Obviously this was a waste of time. I obtained the Pin information after a couple of days. Now it is Friday, and I asked a customer service person to set me schedule an appointment for me on Saturday, December 9th at 2:00. He said he did and indicated he went to his manager to make sure it was done. I was in office at home and no one called me. I called customer service at 2:55 and was told that they tried to call me but the call didn't go through. They called on the ******** number that is not working correctly. I told the person on Friday to call me on my cell at ************ due to the phone problems. Today, Saturday, again emailed customer service and asked to set up a time yet today. I was emailed back, I should set up a time for today directly through V. V who? I logged into V to set the time up and the answer was only M-F 9-9 for appts. I could set up a case if I wanted to...I already had one...Nice. Case#******** I have all the emails saved.

  Business Response

  Date: 02/05/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 01/31/2024, relates to **************** having account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. Our Executive Response Team ("ERT") contacted **************** and over the course of the week we continued to run into obstacles (rejections from the losing provider) porting the numbers in question.  Mr. ****** ultimately decided the wanted to cancel services due to not being able to port the numbers.  The account has since been cancelled and Mr. ****** was issued a refund.  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: 02/06/2024

   
  Complaint: 20984413
  
  I am rejecting this response because:  Vonage has not refunded any of the money they drafted from my ************ account.  The total refund amount is as follows:  $32.36 and $25.00 fore November;  $32.36 and $25.00 for December;  $32.36 and $25.00 for January.  Total:  $182.08

  *********************

  HearSave Audiology, LLC

  Business Response

  Date: 02/06/2024

  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 01/31/2024, relates to **************** having account issues.  Mr. ****** may need to contact his banking institution to clarify the transactions processed and refunded.  There have only been 2 transactions (attachment) received ($25.00 and $32.36) for a total of $57.35.  We processed a refund of $57.36 on 01/28/2024 as shown in the attachment.  If there are any additional charges claimed by Mr. ******, we ask that he submit documentation.

   

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

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 20984413
  
  I am rejecting this response because, I have not received any of the money returned to me amounting to the following:  $32.36 and $25.00 + $57.36 each month for November, December and January Totaling $172.08.  I will not release this complaint until I am paid.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/07/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 01/31/2024, relates to **************** having account issues.  Mr. ****** may need to contact his banking institution to clarify the transactions processed and refunded.  There have only been 2 transactions (attachment) received ($25.00 and $32.36) for a total of $57.35.  We processed a refund of $57.36 on 01/28/2024 as shown in the attachment. We are requesting documentation from Mr. ****** of the said transactions he states he was billed.

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

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 20984413
  
  I am rejecting this response because:  The amount Vonage is claiming is incorrect.  The correct amount after reviewing my ************ statements is:  $114.72  See Attached.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/13/2024

  To Whom It May ******************** style="font-size: 0.875rem;">We have reviewed the document and it confirms what was initially stated.  The statement shows 4 transactions from Vonage:
  

  "Electronic Debit" of $25.00 on 12/07/2023.

  "Electronic Debit" of $32.36 on 01/02/2024

  Under your "ALL CREDIT ACTIVITY":
  01/29/2024 - $25.00 (Refunds for the above debits)
  01/29/2024 - $32.36  (Refunds for the above debits)

  We have highlighted the transaction (debits/credits).  

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vonage over the course of the last 33 months, have added features to my business account such as a second toll free line and a local number without my knowledge, consent, prompting, solicitation, or the like to a total amount of $859.47. I have spoked with Vonage and they refuse to assist with this matter outside of a credit of $99.80 to my account.

  Business Response

  Date: 12/22/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ********************************** The complaint, logged on 12/16/2023, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **************' account.  When Mr. ***** stated services with Vonage on 04/04/2018, he stated he wanted a Toll-Free number as part of the account (quote attached).  A Toll-Free number was added to the account for Mr. ***** to use.  Later, Mr. ***** ported in another Toll-Free number which meant the account had 2 toll-free numbers for years, but only billed for 1.  On 03/22/2021, we emailed (attached) Mr. ***** informing him that during an internal review, we noticed that he had 2 Toll-Free numbers, but was only being billed for 1.  We informed him that in the upcoming invoice, the additional Toll-Free number will be included on his invoice to match the lever of services on the account.

  ************** contacted recently to go over his account and the agent explained that he has 2 Toll-Free numbers on the account and that is what the billing reflects.  Mr. ***** contends that he was unaware of the 2nd Toll-Free number on the account.  The agent explained that the number has been on the account per the signup back in 2018.  Even though his dispute exceeded our Terms of Services (************************************************************************) (e) Customer intends to dispute amounts already paid in full, Customer must submit notice of such dispute in writing via email, within 90 days from the date of the invoice (such date at the end of such period being the "Dispute Due Date") timeframe we tried to make a good faith effort to account credit him $199.  This was declined by Mr. ***********  We are still hoping ************** accepts the credit, as we value him a customer.

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

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21007199
  
  I am rejecting this response because: the Vonage rep ****** I ported in another toll free number which is ENTIRELY FALSE. The only and original number ************** was the only number that has ever been requested by me and this information reflects in the chat logs previously submitted that the Vonage agent stated that doing an audit, it shows that I was suppose to have a second number but did not have one so it was added WITHOUT MY permission and was billed accordingly. Additionally, a local number was also added to my account without my knowledge or permission. These two additions were not authorized by me or anyone else within my company and I'm asking to be credited back those funds. 

  Additionally, I never rejected any offer whatsoever. I was told and again, the chat logs previously submitted not only reflect this but reflect that Vonage was to follow up with me about a resolution and I would be contacted within 48 hours, which did not happen and has yet to happen. 

  I am absolutely beside myself that as a loyal customer for 6 years, that I'm being treated as the issue and not the customer with a valid concern. I am asking for the funds back from these two additions that were not authorized to be added to my account. 

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

  Business Response

  Date: 12/27/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ********************************** The complaint, logged on 12/16/2023, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **************' account.  We believe part of the confusion here began when Mr. ***** signed up for services.  When he signed up for services, we assigned him a toll-free number based upon the quote he agreed to.  From there, Mr. ***** later ported in toll-free number ************.  At this port, ************** had 2 toll-free numbers on the account for 3 years where only 1 was showing on the billing invoice.  On 03/22/2021, we emailed (attached) ************** informing him that during an internal review, we noticed that he had 2 Toll-Free numbers on the account, but was only being billed for 1. We informed him that in the upcoming next invoice, the additional Toll-Free number charge will be included on his invoice to match the level of services on the account.
  
  Generally billing disputes have a 90 day window, per our TOS (************************************************************************) (e) Customer intends to dispute amounts already paid in full, Customer must submit notice of such dispute in writing via email, within 90 days from the date of the invoice (such date at the end of such period being the "Dispute Due Date"), but as a measure of good faith, we are willing to credit ************** the last 12 months of the toll-free charge totaling $239.88.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

  Customer Answer

  Date: 12/29/2023

   
  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. I await word for the funds to be credited back to my bank account and thank the ******************** and Vonage for doing the right thing
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/14/2023

  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.

  I signed up for Vonage a few years ago VOIP for a 12 month contract. A few months ago I decided to switch providers, when I contacted Vonage to cancel service, they said that they auto renewed me into additional 12 months contract, and that there will be an early termination fee.I told ******* that I never agreed to have the contract auto renewed, and in addition, I hadn't received any equipment from them, so there's absolutely no justified reason to hold me locked in to a contract. I asked if they have a copy of a signed contract where I explicitly agreed to have a contract auto renewed, ******* said they will email it to me, which they never did.Fast forward, I ported out my numbers and now they're sending a credit collection agency to collect $645.97!!!!Vonage is not cheap to begin with, however, I was a good paying customer for years. The fact that they unjustly treat me like this once I left, trying to rake in another few hundred dollars, is totally unjustifiable, and outright illegal.Before I proceed with filing a complaint by the *************************** I want to give the company a chance to rectify this.

  Business Response

  Date: 12/21/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ************** ***********. The complaint, logged on 12/14/2023, relates to ************************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************************** account. Mr. *********** signed up with Vonage (sales quote attached) with an initial 1 year contract with auto-renewal (contract attached).  Mr. *********** contacted us a few weeks prior to porting away their number and was informed of the *** (Early Termination Liability) associated with owing the remainder of the contract.  The contract and agreement was then forwarded over for the customer to review.  At that time, Mr. *********** stopped paying the invoices for the services, ultimately resulting in the account being cancelled and generating an invoice for the remaining months of contractual service.  We reached out numerous times to Mr. *********** regarding the unpaid balance and was unsuccessful at finding reaching an amicable solution to the debt. 

  I am confident that this information will be helpful in resolving this matter.
  

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

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21007393
  
  I am rejecting this response because:

  The document attached to Vonage's response indicates a 1-year contract, I never agreed to or signed an extension. Attempting to impose an early termination fee under these circumstances is deceptive, illegal, and immoral.

  I am willing to settle the last month's service balance promptly. However, I request the immediate crediting of the early termination fee and any additional charges.
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/28/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ************** ***********. The complaint, logged on 12/14/2023, relates to ************************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************************** account. Mr. *********** signed up with Vonage (sales quote attached) with an initial 1 year contract with auto-renewal (contract attached).  Mr. *********** contacted us a few weeks prior to porting away their number and was informed of the *** (Early Termination Liability) associated with owing the remainder of the contract.  As stated previously, Mr. *********** stopped paying the invoices for the services, ultimately resulting in the account being cancelled and generating an invoice for the remaining months of contractual service.  Currently Mr. *********** has a collection balance of $645.97.  We will meet him in the middle with settling the account for $322.98.  This is a good faith effort to resolve this and remove his account from collections.

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

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21007393
  

  I am rejecting this response because:
  
  

  While I appreciate their willingness to settle, I cannot pay anything towards the early termination fee. Having a contract extension is NOT something I agreed to. I certainly didn't sign for it. I'm willing to settle for the outstanding balance without the **** which should be 1 months service.

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

  Business Response

  Date: 01/12/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of ************** ***********. The complaint, logged on 12/14/2023, relates to ************************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************************** account. We will accept Mr. ************* request to pay the $152.60 past due amount for the account.  Once ************************** has sent payment we ask that he emails ************************************************************* referencing case 10353694 to ensure we verify payment and can notify him that his account has been removed from collections.

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

  Customer Answer

  Date: 01/19/2024

   
  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:12/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  *****************************card number and the cycle date of my account. Fortunately I had all of this information. Outside of their non-existent customer service the call quality is terrible and cuts out often. But the biggest problem here is the process to cancel.

  Business Response

  Date: 12/13/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint, logged on 12/05/2023, relates to **************** looking to close out his account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ****************************** account. An agent from our ****************** team contacted **************** and they were successful in closing out 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:11/27/2023

  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.

  On 11/27/2023 Vonage Business ************* systems portal went down. Vonage has entered into an agreement to provide communication services to a health care organization which is an essential business. The main complaint is not just that the service has fractured our ability to view essential communication with **************** but the customer service and communication to our ********************** with getting our services back up and running. I was told that the issue would be resolved in 1 to 2 hours around 9am and I would receive a call back either way from a manager with updates. I called back at 11:45am as this did not happen and spoke with representatives to get an update which they stated I would need to wait another 1 to 2 hours. This was not the first issue I have been awaiting for a follow-up on. I submitting a case early November because the agency's recorded meetings would not download for the company to review key information regarding patients. This complaint was submitted twice the first time was early September and the issue still has not been resolved the last time I spoke with a Vonage representative they stated that the issue was recorded and escalated and someone would call me within 24 hours.

  Business Response

  Date: 12/13/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 11/27/2023, relates to **************** inquiring into a known event regarding logging into customer's accounts.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ******************** account.  ********************** experienced an event that prevented some customer's from being able to access their online account.  Generally such an event has very minimal downtime, but in this case the issue lasted longer than expected.  If an event occurs, all customers have access to our status page (********************************************) to get real-time updates.  We apologize for the temporary inconvenience this may have caused Mr. ******.  We have issued Mr. ****** a credit for the inconvenience.  Currently we are working with our Engineers to assist Mr. ****** with a separate unrelated issue. 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: 12/13/2023

  The Downtime issue has been addressed however that issue was an isolated occurrence which left the communication for  health care providers down. The larger and ongoing issue mentioned in the initial complaint was not addressed this was regarding Downloading the Agency's state required Quarterly meetings from the Meeting portion of the portal. This issue was brought to Vonage's attention in September and again in November under a different case number (********) Each time a representative states they will call me to follow-up but no follow-up occurs and the case gets closed.

  Business Response

  Date: 12/21/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 11/27/2023, relates to **************** inquiring into a known event regarding logging into customer's accounts.
  
  The logging in issue has been resolved and addressed.  We are currently still addressing the customer retrieving old requested data. 
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

  Customer Answer

  Date: 12/21/2023

  To whom it May concern,

   

  This issues is not just that I can't receive ******** recordings. I currently do not receive any meeting recording data. The issue is being worked however this has been an ongoing issue.

  Business Response

  Date: 12/28/2023

  To Whom It May *********** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">
  I am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 11/27/2023, relates to **************** inquiring into a known event regarding logging into customer's accounts.
  
  The logging in issue has been resolved and addressed as well as retrieving old data.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:10/09/2023

  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 been trying to cancel this service since September 15 and keep getting the runaround. I am the Executive Director of the company and the person who took care of this, our Accountant, retired in April and I do not have easy access to all of the old information. They made me jump through the hoops to become a "Super User" so that I could cancel it, then said that wasn't enough, I needed additional information including a login and password that they never sent to me and would not share with me (they would give me a new password but only if I knew my username and I do not because I was NOT the "Super User.") After threatening to report them somehow they solved that step and said they would call me and I could cancel 12 days ago. Then they said they couldn't reach me and I had to call them (if they did call they did not leave a message). Today it was a new set of info - the login, the credit card on file and the billing cycle date. Enough is enough. I just want my account cancelled. $189 per month for the last 8 or so years, never late with a payment.

  Business Response

  Date: 10/18/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 10/09/2023, relates to ************ looking to close out their Vonage account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding **************** account.  ************ contacted us regarding closing the Vonage account, but was not an authorized user on the account to make such a request.  Our support team sent ************ documents to submit to change her to the account Superuser.  Once we received those documents, the agents still needed to verify basic account security questions in order to proceed with closing the account.   Unfortunately at the time ************ could not verify these security questions.  We have contacted ************ several times to continue with the closure of the account at the supplied number, but calls are unanswered and go to a full mailbox.  Subsequently, we have emailed ************ a copy of our disclosures for review and to be approved.  Once approved by ************, we will move forward with the cancellation of the account.

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

• Initial Complaint

  Date:10/02/2023

  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.

  We did a trial with vontage business but never set up the service or agreed to pay. They charged us for more than a year and put ** in collections for a service we never even used or set up.

  Business Response

  Date: 10/18/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***********************. The complaint, logged on 10/02/2023, relates to ************** inquiring into a billing concern.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding the account in question.  A review of the account shows the account was established by another individual, ***************  We have attached a copy of the sales order.  The account was set up with a 1-year contract (attached) and set for renewal if they decided to keep services without a notice to cancel.  ************** nor the account owner ************** has ever contacted us to cancel the services.  The account was cancelled due to non-payment.  Upon cancellation of the account, the account still had a balance.  We have waived the balance and pulled the account from any future collections efforts.  Vonage considers this matter resolved.

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