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:06/08/2022

  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 attempted to purchase this service I asked for immediate access after I paid the **** and completed the sign up process Instead, I didn't recieve anything. I called the representative, no answer, sent an email, no answer. please cancel and refund any monies collected and stop ALL future transactions.I never downloaded, never signed in, nor did I log in.

  Business Response

  Date: 06/15/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint, logged on 06/08/2022, relates to ******************** wanting to close out their account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ******** account. Our records indicate the account was opened on 06/07/22, where the needed literature was emailed to Ms. ******** for immediate access.  It appears that based based upon Ms. ********' statement, she never downloaded the applicating nor logged into the account to access the services.  ********************** team spoke with Ms. ******** on 6/8/22 to assist with the setup, but she requested to cancel.  We were successful in closing out the account. The account was officially closed on 06/08/2022. 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:06/08/2022

  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 signed up with Vonage on or about 05/26/2022. I explained my needs and was sold a package which they claimed met these needs. The sales rep was pushy and aggressive and wanted the sale. I was told once I got the package it would be easy to set up. They lied. I spent 4 hours on the phone with their "technician" and he could not set up all the services I paid for. The technician then started to upsell and told me I needed to buy more services. Nothing worked, not the *** outgoing message, fax, extensions, nothing. I asked for help to set up voice mail transcription, they automatically referred me to their Vonage Store to purchase the service. I had to tell them over and over that I purchased it and it was on my ****. I paid for 3 users they said they systems only can sustain 2 and need to pay more.I asked no less than 20 times to cancel. They refused to tell me the termination fee. They transferred me to the cancellation department where they leave you on hold for an hour then drop the call during the call. This happened 3 times.They do not let you cancel they do not help with set up. I then found out that we must have a router to set up the handsets.They didn't asked when they sold me the equipment. Wifi is provided as one of my utilities included in my rent (as is garbage, water and electricity, etc.). They never asked if I owned a router. Now I am stuck with equipment I cannot use, a company that will not let me cancel, technicians that are too incompetent to connect the service and phone reps that struggle with basic English when you call to cancel. HUGE SCAM. STAY AWAY. Got stuck with a two yr contract I want you to help get me out of.They also took over the rights to my phone number and migrated it from ATT and they wont give it back. It is the life line of my small business. Without my phone number I cannot survive. Dear BBB, please help this large corporation from scamming small business and consumers.There should be a class action lawsuit. Sign me up.

  Business Response

  Date: 06/13/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. ************************* The complaint, logged on 06/08/2022, relates to Ms. ****************** to close the account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. An agent from our Executive Response Team ("ERT") contacted ************** to discuss the account issues.  We were able to address ******************' billing questions, call routing concerns and Voicemail issue.  ************** has decided to keep the Vonage service.  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:06/01/2022

  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.

  Women ************* is a small non-profit organization that entered into a contract with iCore for phone, email, cloud,&managed tech services on 7/29/2014, acct# ******. In 2015, ********************** bought iCore/assumed providing some/billing for all services for acct# ******. In 2017, ********************** split WIG's contract w/o any input from WIG&assigned WIGs email/cloud svs to a CA company while retaining billing for phone # fr acct#******. Aug-Oct 2020, WIG contacted Vonage several times to inquire about the status of our contract, particularly terminating auto-renewal of the contract since WIG had not been able to access phone services from the original iCore contract since a 2018 office move (attachment #1). 10/2/2020, Vonage informed us via email that we were required to provide sixty (60) days notice prior to the end date of the contract term in order to terminate the automatic renewal of the agreement (attachment #2). In that email, Vonage provided the end date of the agreement as August 1, 2022. Consistent with Vonages requirements in the 10/2/2022 email, WIG provided notice of termination on 5/16/2022, more than sixty (60) days before the end date of the contract term (attachment #3). In a 5/17/2022 response, Vonage acknowledged receipt of our email & stated that the notice was on time to prevent auto-renewal of the agreement (attachment #4). Vonage then asked that we forward the notice to a legal notice email account at Vonage to be added to the list of non-renewable accounts which we did that same day on 5/17/2022 (attachment #5). On 5/24/2022, still well in advance of the 60-day period, WIG followed up again by email since there had been no response (attachment #6). On 5/24/2022, RS/Vonage sent an email to WIG indicating that the agreement had already auto-renewed for another four (4) year term because Vonage required ninety (90) days notice of non-renewal (attachment #7). WIG compiled with the specific instructions Vonage now refuses to accept this notice. (attach.#8)

  Business Response

  Date: 07/15/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************.  We are currently in the process to trying to find a mutual resolution to the complaint. 

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

  Business Response

  Date: 07/26/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of *************************. The complaint, logged on 02/02/2022, relates to ************** looking to close out their account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. An agent contacted ************** and we have granted a waiver of the Early Termination Fee so they may close their account at the end of July as requested.  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:05/26/2022

  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.

  Account Number: ****** They wouldn't honor number ports on a cancelled contract Their portal said the contract expired in May and the next term would end **** 2022.The numbers ported just after the the 1 year contract ended.Then their portal showed a contract end date of May 2023.Now they want to charge a cancellation fee (the entire contract) - about $700 I've opened tickets to get them to waive all that and close the account. Each time, they've said they have to have someone from accounts call me, and open a ticket.Each time they call, they dont say anything - just sit there until I hang up.

  Business Response

  Date: 05/26/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. *************************. The complaint, logged on 05/26/2022, relates to ************** looking to close out his account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account.  ****************** account contract renewed on 05/05/2022.  Any termination of contract or contract renewal is expressed in our Terms of Services (https://www.vonage.com/legal/unified-communications/tos/) within 30 days of the contract end date.  Unfortunately, ************** didn't contact Vonage to cancel services until after the renewal of the contract.  As a measure of goodwill, Vonage has decided to close the account penalty free and waive the Early Termination Fee ("EFT") associated with the account.  The account was officially closed on 05/26/2022. 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:05/24/2022

  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 spoke with a representative from Vonage that offered to reduce my **** and we came to an agreement. The **** was never reduced and they kept billing me the higher amount. When I inquired about this they said they see the agreement and they are unsure why it was never reduced. I never heard back from them so I opened several cases on their website only to be ignored. They have no phone number for me to call in and there is no way I can get in touch with anybody. This company has pulled a great scam on me and I do not recommend them to any small business. They have eliminated phone support entirely and everything must be done through a chat. If there is a problem with your **** you will never get any resolution. They disconnected my line for no reason after being on autopay for years as well due to an error they made. My entire office was without phones for 24 hours. They will over promise and under deliver and then you cannot call them to complain about the under delivering. I hope the BBB can help me with my case or I will file a complaint with the attorney general. I am tired of being given the runaround.

  Business Response

  Date: 06/01/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 05/24/2022, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. An agent from our Executive Response Team ("ERT") contacted ************** to discuss a credit and a price reduction for a product/service.  We have issued Mr. Yaron a credit of $44.72 and adjusted the pricing for his toll-free services.

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

• Initial Complaint

  Date:05/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We setup a Vonage Business account specifically for a certain feature. We currently are still using our original provider due to not being able to port the number over to vonage. We have spoke to multiple representatives trying to find a resolution only to be informed that they would add the information to a case. One customer service member even offered changing our number as a resolution (we have to keep our original number for advertising.) After weeks of not being able to use the service or get return calls as promised, we decided to cancel as we are paying for a product that we cannot use. Our company had to pay a cancellation fee of over $3,000.00. Not only are we upset about having to pay that much for cancelling due to a technical issue, but the customer service provided also just made us go in circles for a resolution that was not in our control.

  Business Response

  Date: 05/11/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ******************** The complaint, logged on 04/09/2022, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. I contacted ************** prior to the cancellation of the account to explain that the information that they submitting to port their number was incorrect.  We researched the problem and his losing provider, TeleVoIPs is using their own address associated with ****************** phone number therefore causing a delay to porting ****************** number.  I advised ************** that due to TeleVoIPs internal set up, this was the problem and that due to our research, we can update the correct address (TeleVoIPs address) and port the number in a few days.  I told ************** that even though the porting address issue falls on TeleVoIP, we (Vonage) would credit his account in full for the 1st month so they are not out of pocket for any expenses.  ************** stated he still wanted to cancel the account even though he knew they were under contract and had received upwards of $1,000 of equipment from us for signing up.   ************** acknowledge all of these things.  Prior to canceling the account, I asked several times if he was sure he wanted to proceed with the cancellation even though the would be assessed the Early Termination Fee ("***"), which it for the monthly services duration of the agreed upon contract.  He asked how much the *** would be and I explained $3,423.55.  He stated that he still wanted to proceeded with the cancellation.  I went over our disclosures and cancelled the account based upon his request.  The account was officially closed on 05/09/2022. Vonage considers this matter resolved.

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

  Customer Answer

  Date: 05/11/2022

   
  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,
  
  *******************