Complaints

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

• Initial Complaint

  Date:03/15/2023

  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.

  On March 12th, 2023 I opened a Vonage account and arranged services. I reserved a phone number and ported it to my telephone. I then ordered business cards, bought a domain and started work on a web site. The Vonage phone number was immediately suspended, I found out two days later, because the company wasn't registered at the address listed. Instead of calling to resolve their issue, they simply suspended services. I called customer service, they referred me to their fraud department, who took a message and did not call back in two days. When I called, customer service told me I could not speak directly with the fraud department and that I would need to wait for their call. Unfortunately, this was not the right answer for me, I am willing to pay for good service, this was not the solution. I asked for Vonage to just cancel my account, and they replied that they would charge me for a year of service. I never received the benefit of the bargain they offered, however they expected me to pay them for a year. This is nonsense, the service was horrendous. If I cannot receive a full refund of any money paid, I will file a suit here in California - I am that aggravated that they would have such poor customer service.

  Business Response

  Date: 03/20/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 03/15/2023, relates to **************** looking to close out his account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. An agent from our Executive Response Team ("ERT") contacted **************** and explained the situation regarding the account being flagged by our Fraud Team.  **************** requested to close the account and the account was closed on 03/16/2023.  No payments were ever received for the account, therefore no refunds would be processed.  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:03/07/2023

  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.

  My Phone says no service. I have been calling and on the website to get someone to help me with no response.This is a Business line so it's urgent that we get the phone lines up and running. This is ridiculous that there is no way to talk to a representative with Vonage. Since my phone doesn't work I can be reached at ************.

  Business Response

  Date: 03/14/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 03/07/2023, relates to ****************** having issues regarding his phone not working.
  
  ****************** reached out to our ************* technical team and were able to re-provision Mr. ********* phone.  His phone is now working as it should. Vonage considers this matter resolved.

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

• Initial Complaint

  Date:01/30/2023

  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.

  We were sent to collections on account #****** for services never received. We inquired about service, had a tech come out, but could never get the phone number ported from the other provider. For 2 months we paid for services we never received. When we inquired about service not being completed and needing to cancel because we couldn't wait any longer for working phone we were told to file papers. We emailed back and forth sent in whatever was needed to cancel. This whole time we had not even been able to talk to a person just kept being told to do it through chat and email. Now were in collections for month unpaid for a service we never had and also canceled.

  Business Response

  Date: 03/28/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. **************************** The complaint, logged on 01/30/2023, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **************' account. A review of the account shows they had issues successfully porting their number to Vonage.  We have recalled any and all efforts pertaining to the balance on the account.  Vonage considers this matter resolved.

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

• Initial Complaint

  Date:01/26/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will refile the complain in the appropriate place if needed. I believe I have reached a resolution with them.  
  
  Regards,
  
  *******************

  Business Response

  Date: 01/25/2023

  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: 01/26/2023

  The Vonage rep told me I would be receiving 2 free phones and 5 extensions with my plan. I did receive the 2 phones, however vonage now wants $29.99 extra a month for extensions. I have also had multiple charges from them that I was not informed of. I need the extra charges removed, and either the extensions that I repeatedly asked about before going with vonage or a full refund of every dime and my account cancelled.

  Business Response

  Date: 02/06/2023

  Per message from the customer to ********************:

   

  This message originally read on 1/25/2023
  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will refile the complain in the appropriate place if needed. I believe I have reached a resolution with them.  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/25/2023

  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.

  I want to dispute to get a prorated refund for the January invoice of $154.33 that was charged on January 15th.Reasons:-I contacted Vonage before porting out all my numbers. When I asked him if I would be charged a monthly bill, he said I wouldnt be changed anything anymore. (then I was charged $154.33 on the 15th) -I also contacted technical support before porting my numbers out and was told that I need to notify Vonage once all my numbers are ported out to get a prorated refund. Vonage can check the chat history to confirm the confirmation of prorated refund.Reason for deciding to leave Vonage:-After I signed up in December 2022, I spent many hours getting assistance from Vonage setting up my phone system. Each chat takes at least an hour because the responses are so slow.-Only chat customer service is available. -Phone interruption and automatically pose the call for about 10 sec when I receive emails and calls or when I surf the internet while on the phone. I spoke with the technical support when we did the initial setup, and he said it is expected only posing a couple of seconds, but I cannot speak with my client under the condition. It should not be normal.-As promised before signing up for the Vonage, SMS has not been working due to restrictions by the government in November, but I was not informed when I signed up. SMS was not working, and my business depended on it to communicate with my clients.-I was told that we could see the other employees' phone use status by the Vonage sales rep ******** they are ready to take a call or not or if they are busy or on the phone), but I was told there is no capability for that by the technical support which is a huge disappointment because we depended on it when I used another VOIP companys service. I spent many hours with the technical support; some said we could, some said we could not, and no one could help me.Last 2 were misrepresentation from the sales rep. I signed up the Vonage in December, 2022 and paid for $241.49 (include initial set up fee) on December 15th, paid $9.26 for an additional service they said I will need on December 20th, and I was charged $154.33 on January 15th.Tried to switch to Vonage was a mistake because it only costed me these charges and what they promised was not there. I expect the prorated amount of $154.33 (January bill) refunded to my card.

  Business Response

  Date: 01/26/2023

  To Whom It May ********
  
  I am writing in response to the complaint received on behalf of ********************************************. The complaint, logged on 01/26/2023 relates to a billing inquiry surrounding *********************************** account. Vonage has reviewed the details surrounding the complaint, and our records regarding ****************-Holcomb's account.  A review on the account indicates there were hiccups during the onboarding process and we do apologize for the experience.  At Vonage, we are committed to providing businesses with the products and services they need to enhance the way they communicate with their employees and engage with their customers.  With that said, we have issued ******************************************** a refund for the most recent invoice of $154.33.  Please be advised of 7 - 10 days processing.  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:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Vonage because unknown to me my Vonage bill for 2 extensions went from an average of $88 a month to $153 a month. I was told that an assessment had been done on my account ****** and that is where the charge was from. I then replied that I had received no notification of any changes to my account and if this was going to be the price, I will go elsewhere. The woman I spoke to made adjustments to my account and now my bill is back to where it was before, but I was promised credits for the 7 months of overcharging and was told that they would pull from my credits and not my credit card on file (case number ********). On 12/19 I was billed on my credit card. I want my credits which should be somewhere in the amount of $440.

  Business Response

  Date: 04/07/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 12/28/2022, relates to **************** inquiring into billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. An agent from our ****************** Team ("ERT") contacted **************** and they were successful at resolving ******************** billing concerns/questions.  A credit of $483.44 was applied to ******************** Vonage account.  Vonage considers this matter resolved.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:12/19/2022

  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 requested to cancel this account on October 7th Case ID ********** and received this response "Account status: cancelled Closing as per process. If the customer replies to my email the case will be reopened."The next month, I get another bill, so I filed another case and received this response; "Informed of cancelation date and payments processed."Well, I receive another invoice today. Apparently, it is not cancelled, and ironically enough, this phone company does not have a phone number to call.I just want my account cancelled and the last two invoices refunded.

  Business Response

  Date: 03/29/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 12/19/2022, relates to ************** looking to close out his account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account.  ************** signed up for a 1-year contract with Vonage (attached).  ************** was advised of the agreed upon contract and Terms of Service (************************************************************************).  ****************** account was closed by Vonage due to receiving multiple chargebacks.  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:12/16/2022

  Type:Sales and Advertising 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 had been using Vonage for our business lines for years. When they stopped working around February, we went looking for different services. We have been trying NON STOP to cancel service since April of this year. They do not listen when we try and cancel. Our phones have not worked in almost a year and I want reimbursed since April of this year consisting of $2613.59 which is what we have been charged since April. The last reference number for canceling our service is #********.

  Business Response

  Date: 01/03/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************************. The complaint, logged on 12/19/2022, relates to ************************** looking to close out their account and inquiring into a refund.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************************** account.  A review of the business account shows the complainant or others/employees have been using the services quite routinely up until the the cancellation date of 12/19/2022.  Attached are the call logs from the past 3 months which details the level of usage of the account.  We have cancelled the account based upon this notice as of 12/29/2022.  Unfortunately a refund will not be issued as the services were used and we do not see where the customer went through the cancellation process (************************************************************************).  

  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:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a question regarding bill of the account. Whenever I call, the prompt says there are no live agents and you have to use the chat support. I go to the chat support, I enter my information in, and I just cannot get the chat feature to work.

  Business Response

  Date: 03/28/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint, logged on 12/16/2022, relates to ********************** having billing questions/concerns.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************** account.  A review of the account shows ********************** was able to contact with a representative to discuss account questions. Vonage considers this matter resolved.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:11/23/2022

  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 Business is a disgusting company! I recently was issued a new card by my bank and was unaware that the previous card was deactivated resulting in a missed payment. One realized because my phone service was not working, I tried to call Vonage and update them with the new payment information. The first rep told me that all would be ok and that they would process the payment and get my account up and running with no changes within a few hours. That didnt happen. I called again and They informed me that they had canceled my account and now want me to pay nearly $600 in ETF fees for one month of missed payment. Plus they also want to charge me the normal monthly service on top if I want to resume services. So essentially they want me to pay twice and are unable to find a way to take the payment other than for the full contract in which they wont *************** til I pay for a new contract as well (double billing). I have tried numerous times to try to find a way to work this out but they are unwilling to budge and are looking for the money grab. I told them I would pay a late payment fee but they told me nothing can be done and that they would have to charge me the $600 cancellation fee and then I would have to set up a new account with them billing me again for new services. I tried to look up their cancellation fee and there is nothing. I asked to speak to a manager and they mentioned they would have someone call but *****. I am completely baffled as I cannot take calls for my business and they are holding me hostage to pay out a contract and start a new one when Im simply just trying to pay my bill. They are a predatory company scheming money from the pockets of everyday small business owners.

  Business Response

  Date: 12/06/2022

  
  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ********************** The complaint, logged on 11/23/2022, relates to Mr. ***** inquiring into reactivating his account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******* account.  Our records indicate the account was cancelled due to non-payment.  A review also shows that we made numerous attempts to contact Mr. ***** via email and phone calls prior to services being disconnected.  Unfortunately these these attempts went unanswered and the account was cancelled.  Mr. ******* account was under an agreed upon contract for 3 years.  Once the account was cancelled for non-payment, the agreed upon Early Termination Liability ("***") was generated (https://www.vonage.com/legal/communications-apis/terms-of-use/).  The *** charge is for the duration of the agreed upon contract.  As a measure of good will, we will waive the ***.  Mr. ***** will need to pay the original outstanding invoice of USD ***** in order to re-establish a new account. 

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