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:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Complaint: 20627404
  
  I am rejecting this response because:

   

  i have already tried to get this resolved with vonage a number of times with no resolution.

  Why should I go back to vonage again and get into the same loop all over again? 

  I hope I have provided sufficient information for them to action and address my concern.

   

  I would BBB to look into this malpractice and take strict action and help me.

  Please find a new audio clip attached, for the *** that plays on the vonage number. (when my customers are trying to reach my company, however call goes to another company)

   

  I hope this should suffice the reason for my frustration.

   

  I look forward to a prompt action.

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

  Business Response

  Date: 09/22/2023

  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: 09/28/2023

  Hi ***/Mam I am highly dissatisfied with Vonage services because of few issues. 1. My toll free number ************** is used also used by another company (******* investigation)I have made multiple complaints with them regarding this, last month also I faced similar problems and had to changes 5-6 of my toll free numbers. Yesterday again I got to know that ************** is used by some other company. When my clients tried to reach us they here another company IVR. I have been advertising this number on my ****** Ad words marketing and lost more than 500 dollars there. Can you imagine my situation ?This is embarrassing and frustrating at the same time, if you could understand my position being a business owner. This is unfair practice if these guys are selling one toll free number to more than one businesses. Please find the attached case history and Latest Chat transcript. I am hopeful for a positive response with your help. ****

  Business Response

  Date: 10/11/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 09/26/2023, relates to ******************** inquiring into a billing and service related issue.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************ account. An agent from our Executive Response Team ("ERT") contacted Mr. ******** and explained that one of the numbers he was assigned was a bad number.  Unfortunately when assigning the number, the agent neglected to thoroughly test the number.  The agent was subsequently coached regarding this matter and we apologized to *********************  We have also issued Mr. ******** a credit due to this 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: 10/11/2023

   
  Complaint: 20627404
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/11/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 09/26/2023, relates to ******************** inquiring into a billing and service related issue.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************ account. An agent from our Executive Response Team ("ERT") contacted Mr. ******** and explained that one of the numbers he was assigned was a bad number.  Unfortunately when assigning the number, the agent neglected to thoroughly test the number.  The agent was subsequently coached regarding this matter and we apologized to *********************  We have also issued Mr. ******** a credit due to this 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: 10/11/2023

   
  Complaint: 20627404
  
  I am rejecting this response because:

   

  None from Vonage contacted or discussed about this credit. Moreover the monetary loss is much higher and I have lost a lot of business due to there mistake. I had spent more than $5000 on ****** add words on the WRONG Contact numbers provided by Vonage. 

   

  I do not accept this credit and would request BBB to please look into my case. I have presented all the communications with Vonage and It was not with one number but I had to change more than 5 numbers provided by them. 

   

   
  

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

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20627404
  
  I am rejecting this response because:

   

  None from Vonage contacted or discussed about this credit. Moreover the monetary loss is much higher and I have lost a lot of business due to there mistake. I had spent more than $5000 on ****** add words on the WRONG Contact numbers provided by Vonage. 

   

  I do not accept this credit and would request BBB to please look into my case. I have presented all the communications with Vonage and It was not with one number but I had to change more than 5 numbers provided by them. 

   

   
  

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

  Business Response

  Date: 11/07/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 09/26/2023, relates to ******************** inquiring into a billing and service related issue.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************ account. An agent from our Executive Response Team ("ERT") contacted Mr. ******** and explained that one of the numbers he was assigned was a bad number.  Unfortunately when assigning the number, the agent neglected to thoroughly test the number.  The agent was subsequently coached regarding this matter and we apologized to *********************  We have also issued Mr. ******** a $250 credit due to this issue. We have also informed Mr. ******** that moving forward with his next billing, any unaccounted for line item Toff Free numbers will be charged to upcoming invoices.  We have explained that if he chooses to remove these up unaccounted for services, he will not be billed.  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:09/26/2023

  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.

  My initial contract was with Vonage for two years for my business. This ended in March 2023. They will NOT cancel my account. They say my two year contract automatically renews and there is over a $1,000 cancellation fee.

  Business Response

  Date: 10/11/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 09/26/2023, 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 ("ERT") contacted ****************** and they were successful in closing out the account. Ms. ******* signed up for a 2-year contract with an automatic renew after the initial period.  We have attached those documents.   Ms. ******* was assessed her ETL (Early Termination Liability) based on the agreed upon Terms of Services (************************************************************************).

  (b) Early Termination Charges - Fixed Term Services.
  

  i. Early Termination Liability. If Customer terminates a Sales Order or all or any of the Service(s), other than pursuant to Section 26(b) (Vonage Default), or if Service is terminated by Vonage hereunder pursuant to Section 26(a) (Customer Default), all charges, Taxes and Fees under such Sales Order will be accelerated and Customer shall pay ********************** the sum of: (i) all unpaid amounts for Service(s) actually provided; plus (ii) 100% of the remaining contracted monthly recurring charges as of the date of termination through the end of the Service Term as prescribed in the Sales Order, or if such termination is prior to the Activation Date, the monthly recurring charges multiplied by the number of months prescribed by the Sales Order for the Service Term; and (iii) applicable Taxes and Fees on all of the foregoing. Vonage may automatically charge Customers selected method of payment if Customer is paying via credit card or ACH, or Customer shall pay such cancellation amount upon receipt of an invoice therefore, at Vonages option, pursuant to Section 11(a) (Billing and Payment Processing).
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:09/21/2023

  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.

  Vonage charged my credit card over $4000 over a period of three months. I have no idea where they received my credit card information and they will not tell me, nor will they tell me what the business name is that is associated with this charge. I have called several times in an attempt to resolve this issue and receive a refund. They claim that they will call back within 24 business hours, but they do not call back. The agent is unable to escalate my claim or tos hare a phone number for the department the claim is being referred to.

  Business Response

  Date: 09/28/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 09/21/2023, relates to ********** inquiring into unknown charges on her credit card.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************** inquiry. An agent from our Executive Response Team ("ERT") contacted ********** and determined that ************** information was used fraudulently to establish an account.  Currently Ms. *** has disputed the charges with her credit card company and we are awaiting the credit card companies findings.  If the credit card finds in favor of **********, no fund will be issues as the monies would've been returned.  If the credit company finds the charges in our favor, we will issue ********** a full refund for the charges. 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:08/04/2023

  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.

  I am having a problem with my customers getting diconnected call not going through. I tried to call customer service and they will only contact me via email. I cannot see how they can fix my problem throught email. I am paying hundreds of $$ per month for a working phone system, I expect to have one. I already had the isp here and everything else is working. When I asked technical person to call me he said he cant help me. So basically I'm a customer losing ********************** and paying for something that doesnt work and no help. I wonder how long I would be in business if I told that to my customers. Is vonage going out of business? I'm hoping this email sent to me regcading cancelling my service was just a rogue employee that doesnt care about customer service, They would rather cancel my account then give me a phone call. Its kind of ironic that the phone company doesnt take phone calls.

  Business Response

  Date: 08/17/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. *****************. The complaint logged on 08/04/2023, relates to Mr. **********;having issues with his service.  We have reached out to ************** and addressed the call routing issues they were having associated with the account.  We definitely understand ************** frustration and apologize for his experience.  As a measure of good will, we have issued ************** an account credit.  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:08/01/2023

  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.

  All started July 13 The business ringplanet and Vonage coerced us under false pretenses into contract and are refusing to end contract terms. They claimed to be a third party to ******** but when we reached out to ******** they claim to not be affiliated to the company's in question. We spoke to ringplanet and Vonage but they are showing no interest in solving the problem. They told me that if we get services through them this will lower my bill with ******** but ******* informed me that they wasn't affiliated with ringplanet or Vonage these two company's also asked if I want my phone numbers transferred over with no charge. They told me that they had already transferred one number but they couldn't transfer the other number that they would have to give me a new number. After having problem with my internet. I reach out to ******* only to find out that I had and outstanding bill for $1075 because of early termination. I informed them that I didn't cancel my services with them. So after talking to ******* they did fix my services and put in dispute about ringplanet and Vonage. I should have known something wasn't right with these company because they called me four time after setting up services with them offering me the same low price. These two company are working together to cause a lack of issues in businesses that shouldn't be. Thanks

  Business Response

  Date: 08/03/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 08/02/2023, relates to **************** having concerns with RingPlanet.
  
  Vonage has reviewed the details surrounding the complaint, and any records regarding ****************. Our records indicate the **************** has never been a customer of **********************.  Any grievances or complaints, should be leveled at the business RingPlanet (***********************) as this business isn't a part of any Vonage entity.

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

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  Date- 7/7/23 Amount- $21.96 Service I paid for- ***** services Complaint- Paid for services and they canceled my account and did not provide an excuse and kept my $21.96 Resolution- No they closed the account and said they can not do anything else on a closed acct Acct #- ******

  Business Response

  Date: 07/25/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 07/24/2023, relates to ******************** inquiring into a refund.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************ account. An agent from our Executive Response Team ("ERT") contacted ******************** and advised that she had not been charged, but probably saw a pre-auth hold.  Ms. ******** reviewed her records and acknowledged that there was not any transaction(s) processed. 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: 07/25/2023

   
  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.  However, the fact that the company can cancel a customer account without informing the customer and offering a resolution is unacceptable.  Going forward I will not conduct any further business with Vonage.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2023

  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.

  This company uses an unethical practices to attempt to keep you from being able to cancel their services. I have made several request to cancel the service. If you call the number, you will only get an automated response that will direct you to your account, which will only give you a summary of your account. Therefore you cannot cancel the account yourself. So you will have to take the route of putting in a request for cancellation by opening up a ticket which will provide you with an automated service email. You will not be contacted other than an email asking for your name, best contact number, and reason for your cancellation. Once you provide this information, you will receive an email that will tell you that someone will contact you by phone, they will not., and if you miss the phone call, you will have to start the **************** again. Meaning your request for cancellation will be canceled. By the way, you will never receive a phone call. Also, there is no purpose of a phone call when you have already requested cancellation. This process will continue on in this endless circle so that they can continue to bill your account. The only way you can truly cancel your service is to change your credit card information so that they can no longer bill you. Otherwise, you will be billed continuously.

  Business Response

  Date: 07/24/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 07/21/2023, relates to ****************** looking to close out his account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account. An agent from our Retention team contacted ****************** and they were successful in closing out the account. The account was officially closed on 07/21/2023. 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:06/26/2023

  Type:Billing 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.

  For some unknown reason Vonage charged me $119 for a toll free service. *******. couldn't explain why. We don't even use a toll free number for business needs. It's hard getting any understanding as we can only chat with them.

  Business Response

  Date: 07/05/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of **************** ******. The complaint, logged on 06/27/02/2023, relates to **************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. An agent from our ************* team spoke with **************** and a refund was processed of $119.94 due to the billing matter.  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: 07/06/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/13/2023

  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.

  We implemented our new phone system with Vonage Business 4/23. This is a 2 year contract that will be out of contract 3/24/24. Unfortunately recently we have been receiving inappropriate spam messages. Vonage has been unhelpful in tracking the calls. They can only block the spam numbers. We use their platform to communicate with patients and their security might be compromised. We need this rectified immediately since we have sensitive date.

  Business Response

  Date: 06/29/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of **********************. The complaint, logged on 06/13/2023, relates to ********************** inquiring into a service/feature concern.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **********************'s account.  It appears the customer received/receives random SMS/Text messages to their number and raised a concern regarding security.  We are committed to a security-first approach for all customers.   We invest in and leverage market leading security tools, technologies, processes and security talent towards this important mission on behalf of our customers.  Their account is secure.  Unfortunately receiving a random SMS isn't something any carrier can automatically block, but our Development Team is in the process of implementing a feature to allow customers to block SMS/Text messaging.  Until the release of the feature, customers have the option of muting the conversation received via SMS. 

  Currently the contract end date is March 01, **** and if the customer decides not to continue services, they will need to contact us no less than 90 days prior to the expiration of the then-current Service Term, per the agreed upon Terms of Services (************************************************************************).  Vonage considers this matter resolved.

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

• Initial Complaint

  Date:06/09/2023

  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.

  Please see the attached PDF letter explaining in great details, how Vonage Business has practiced unethical practices in first trying to prevent me from closing my account, and now charging me when they shouldn't have. Vonage has recently had to pay a $100 million FTC settlement for doing the very same thing, and yet their business practices have obviously not changed.

  Business Response

  Date: 06/20/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. **************************** The complaint, logged on 06/15/2023, relates to ****************** looking to close out his account.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account.  ****************** signed up with a 1-year contract (see attached) that autorenewals unless notified by the customer that they intend to discontinue services at the end of the contract or request month to month after the contract end date.  ****************** never notified Vonage of his intent to cancel per his agreed upon Terms of Services (************************************************************************).  ****************** contacted us 2 months into his new 1 year contract inquiring into a price reduction.  Unfortunately, at the time there were not any new plans/programs to help with such reduction.  At that time, ****************** inquired into cancelling the account.  Our Care team reminded him of the current contract and the *** (Early Termination Liability) associated with cancelling the account before the end of the agreed period of the contract.  ********************** team as measure of goodwill, waived the *** fee and closed the account.  The account was officially closed on 05/10/2023. 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: 06/20/2023

  Complaint: 20165389
  
  I am rejecting this response because: I did NOT agree to ANY auto-renewal, neither was an auto-renewal stated to me by my sales agent *********************************** or listed on the Vonage Sales Order Q-****** that I have attached for your review.
  
  Sincerely,
  ***************************

  Business Response

  Date: 06/21/2023

  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 Mr. **************************** The complaint, logged on 06/15/2023, relates to ****************** looking to close out his account.

  The agreements states:

  This Sales Order remains valid for acceptance by Customer until the Sales Order expiration date as detailed above. Upon Customer acceptance, this Sales
  Order constitutes the valid and binding agreement between Vonage and the Customer identified below to purchase and use the Vonage products and
  services specified in this Sales Order. This Sales Order, together with any terms or conditions set forth in any applicable amendment, addendum, exhibit or
  schedule to this Sales Order, is subject to and governed by the Terms of Service Agreement set forth at
  *************************************************************************************** (the ******* which include provisions relating to payment, service term, early
  termination, limitations of liability and emergency services, and which are hereby made part of and incorporated by this reference into this Sales Order. Any
  capitalized terms not otherwise defined in this Sales Order shall have the meaning ascribed to such terms in the **** The Person who has accepted this
  Sales Order as stated below warrants that they are authorized to accept this Sales Order and to acknowledge and accept the ****

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

  Nevertheless, the account has been cancelled.