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:11/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vonage provided a phone system at our commercial business. We sold this business as of Aug 1, 2024 and all necessary paperwork that Vonage provided to us for transfer of service to the new owner was completed in July. However, Vonage continues to charge us a monthly charge, despite acknowledging that it is an error. They failed to collect the payment from the new ownership, so have just continued to charge our account. We are not able to log on online to remove our payment. They have charged 4 months of service, despite knowing and being informed of the error. They have said numerous times, the error was being fixed and a refund would occur but to date, we are still being charged. Weekly emails with Vonage and this senior channel manager, as well as a 3rd party facilitator have been occurring and Vonage has repeatedly stated they are sorry for the inconvenience. At this point we have had to consult with attorneys, paid interest on these charges, and spent personal time emailing multiple times a week to get resolution. We are owed $137.02 in fraudulent charges plus interest and attorney fees equating to $300.

  Business Response

  Date: 12/16/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ************************ The complaint, logged on 12/11/2024, relates to Mr. ******* inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account.  A refund for the charges were processed on December, 3rd 2024.  Mr. ******* should see this reflective on his upcoming statement.  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:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a been a business customer of ********************** since 2020, not only had I recently found out that what they had been charging me was absurd but for the past few months my business line has not been working and it is literally impossible to get any help from them. My business line literally does not work, I have customers call me and they cannot hear me and I cannot hear them, I had to call them back on cell phone, in the beginning I just thought it was a weird issue but then it was happening on every call, I tested out with friends and it was not working so what am I paying for? What's even worse it is close to impossible to find any help, I called them and they said to use their webchat which is ** and then when you finally do talk to someone, the first time our chat got disconnected and they never reached back out, finally I found a place where I could open a case, someone did call me which I missed the call because I was not available and they did email me, I answered their questions but never got a response and I emailed them to follow up 4 times. Then I finally in the ** chat I said that I want to cancel my service and that is the only time they give you a phone # to call, I call and they have the nerve to tell me they have some specials going on but I told them I am done and I requested a refund of the past few months since the service I am PAYING for it not working and the *** said they won't be able to do that, I then asked to speak to a supervisor, the *** said he will give me the same answer, I said I don't care I want to talk to a supervisor, he puts me on hold for a really long time and then said ok someone will call you, I could already tell I was never going to get a call and guess what I did not, that was over a week ago, I even emailed their support and said that if I did not get a response by last Friday (today is Tuesday) that I would file a BBB complaint on Monday, I demand a refund because I have been paying for a service you have not provided me.

  Business Response

  Date: 12/09/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** *********. The complaint, logged on 11/16/2024, relates to Bednarski inquiring into account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *********** account. Ms. ********* first contacted us on 10/30/2024 regarding sound quality issues surrounding the account.  Our techs did some testing and escalated the order to our Engineers.  Unfortunately, Ms. ********* has decided to move forward with closing the account due to the issue.  The account has been closed and we have issued Ms. ********* a refund for the last month of services due to the issue.  The refund should reflect on Ms. *********** account within *************************** days.  
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22608153
  
  I am rejecting this response because:

  I would like two months of service refunded

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

  Business Response

  Date: 12/16/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** *********. The complaint, logged on 11/16/2024, relates to Bednarski inquiring into account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *********** account. Ms. ********* first contacted us on 10/30/2024 regarding sound quality issues surrounding the account.  Our techs did some testing and escalated the order to our Engineers.  Unfortunately, Ms. ********* has decided to move forward with closing the account due to the issue.  Ms. ********* was only billed once after the issue was reported to us.  We have issued a refund for that billing.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22608153
  
  I am rejecting this response because: I thought I already responded to this, I am have not received a refund yet and I would like a refund for at least two months because that is how long I had the problems for and it impacted my business tremendously in a negative way for way more than the cost of 2 months so this is the least Vonage can do is refund for for two months. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/08/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** *********. The complaint, logged on 11/16/2024, relates to Bednarski inquiring into account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *********** account. Ms. ********* first contacted us on 10/30/2024 regarding sound quality issues surrounding the account.  Our techs did some testing and escalated the order to our Engineers.  Unfortunately, Ms. ********* has decided to move forward with closing the account shortly after bringing the issue to our attention.  The account has been closed and we have issued Ms. ********* a refund for the month of services the issue was made aware to us.  The refund was processed on 12/11/2024.  She may need to contact her financial institution.  We have attached a copy of the refund transaction.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22608153
  
  I am rejecting this response because: I want at least 2 months of credit not one, I had these issues for more than one month and it lost me business and it was impossible to get help, I tried to contact them before that date as well many times. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/07/2024

  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.

  Switching my service to Vonage was the WORST business decision I have ever made. When signing up for the service they did not advise me that it would take MONTHS for *********** to be verified and approved. Had they told me this I would have not switched my service provider as I had no previous issues sending text messages. After taking months to get approved my SMS was finally approved and still did not work. I called customer service several times, and there was always one issue after ********** SMS worked for probably one week, before Vonage again cut the service off and has continued to keep the service off and they cannot tell me when it will be turned back on. I have ALREADY ported my numbers. I am unable to communicate with my clients which is necessary as a law firm, all while still paying for this terrible service. This company needs to be shut down. TELL ALL NEW CLIENT BEFORE SIGNING UP THAT THERE IS NO TEXT MESSAGE CAPABILITY.

  Business Response

  Date: 10/15/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** ******* . The complaint, logged on 10/07/2024, relates to Ms. ******* inquiring into SMS services.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ********* account. We are working closely with our SMS partner provider to mitigate risks related to phishing, smishing, and other similar unauthorized activities, and to restore sending SMS capabilities as quickly as possible. While we do not currently have an exact timeline for when the outbound service will be reactivated, please know that this is our top priority. We will have updated communications for all customers going out soon.  In the meantime, Ms. ******* here is a link to our status page: ******************************************** . We appreciate Ms. ********* patience in the matter.
  
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22389669
  
  I am rejecting this response because: this company has not made any indication as to when this issue will be resolved, why my particular account was affected and they should not be charging for services not received. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/24/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ****** ******* . The complaint, logged on 10/07/2024, relates to Ms. ******* inquiring into SMS services.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ********* account. We are working closely with our SMS partner provider to mitigate risks related to phishing, smishing, and other similar unauthorized activities, and to restore sending SMS capabilities as quickly as possible.  This is a temporary measure across the board for all customer, not just Ms. ************************* style="font-size: 0.875rem;">We will have updated communications for all customers going out very soon. W/r/t any billing concerns, we have issued Ms. ******* a credit due to the inconvenience.  

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

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22389669
  
  I am rejecting this response because: again, there is no indication as to when this issue will be resolved and I have been without service for months only receiving the same response. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with ********************** for my new business in August 2024, with the specific request that our business name be displayed on outgoing calls via the caller ID. However, we soon discovered that the caller ID was not reflecting our business name as requested. I initiated a support case on August 19, 2024, to address this issue, yet after multiple follow-up calls over several weeks, I was repeatedly informed that the settings had been reset and the issue should be resolved. It has now been six weeks, and the problem persists. This has led to significant frustration, as some customers have started to question the legitimacy of our business due to the lack of proper caller identification.After considerable delays, I was presented with two unsatisfactory options: 1) contact the customer "retention" team (only to find that no representatives were available to talk to me), or 2) cancel the account. While canceling the account may seem appealing given the poor customer service Ive experienced, this would cause further disruption to our business and exacerbate customer *********** this point, I insist that the matter be escalated immediately. I need a qualified engineerNOT a customer service representativeto review and resolve this issue as soon as possible. The lack of attention and follow-through on such a critical matter is unacceptable, and I expect a prompt and permanent solution.

  Business Response

  Date: 11/07/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ********************** The complaint, logged on 10/03/2024, relates to Ms. ********** requesting additional assistance regarding their Caller ID/CNAM.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding Ms. **********' account.  The Caller ID/CNAM record has been updated in the largest database (NEUSTAR).  We reviewed the information sent over by Ms. ********** and it appears she is testing your Caller ID by calling a cell/mobile number.  Caller Name ID works differently for mobile phones than for landline phones.  Typically, Caller Name ID is not included as a service in most mobile plans.  Mobile phones tend to display the **************** associated with the number, which is City and State (in this case ************).  *********** carriers offer Caller Name ID as a premium service to their subscribers, but currently, this service is an exception, rather than the norm. We have asked Ms. ********** to test on a landline, but we have not received feedback back from that request.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***** ******
  Executive Response Team

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning,I am filing a complaint on Vonage Business. I filed for the updated SMS update, and Vonage Business continues to be deceiving and misrepresenting me as a consumer.On the chats that I have with Vonage Business, the representatives continue to give false information, stating that it would take 2-3 weeks initially and then 5-6 weeks, which both time has gone by. We filed for the update on July 9, 2024, and it is now August 28, 2024. Also, my business continues to get spam calls, which I've asked to be fixed.This has hurt my business, and Vonage has failed to address the issue. We requested for it to be expedited as we can't send our customers any text messages.I requested a credit and Vonage Business has denied that credit. Although I have not had full use of services. for now, 2 months.

  Business Response

  Date: 09/09/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of *************************** The complaint, logged on 07/02/2024, relates to **************** inquiring into resolving their 10DLC SMS Registration issue.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. Our Executive Response Team ("ERT") contacted **************** and explained that changes to the registration form need to be changed/updated to resubmit to the mobile carriers.  The changes in question (website/URL) need to be manually updated as the one submitted originally was inaccessible. In order to use SMS (10DLC), companies must register and comply with regulations like the Telephone Consumer Protection Act (TCPA). 10DLC is governed by the ********************************* (FCC) and ************************************************ (CTIA). We've reached out to **************** to get written consent to make the requested update/change and we unfortunately have not received consent.  Until we received consent to make the necessary updates to the registration form, ******************** SMS (10 DLC) will not be approved. 
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filled up the required form to get text messages activated 3 months ago & as of today they are still working on it. They opened a ticket but never did anything. Every time you call about it, they always have an excuse & promise to get it done & expedite it only to disconnect the call & never hear back from them. ***I would like to be able to receive the text message future, (for which I am paying every month) back into my account so I can send & receive text messages with my customers.

  Business Response

  Date: 09/09/2024

  
  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ****************** The complaint, logged on 09/01/2024, relates to Mr. ****** inquiring into further assistance with his 10 DLC Registration. 
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******** account. An agent from our Executive Response Team ("ERT") contacted Mr. ****** and explained that in order to be compliant with the 10 DLC registration (******************************************************************************************************************), additional information is needed to complete his registration.  We are still awaiting for the additional information to proceed with helping Mr. ******.
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:08/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/24/2024, I applied for *** Registration with Vonage. Around the middle of May 2024, they shut off my *** Registration without a notice and told me to re-register for *** services, which I did due to an FCC update. At that time, they advised me that it would take "a few weeks," and it also states this on the *** Registration page in my account. It is not over four months, and there still is no resolution., Each time I call or send a ticket I receive the same canned response: "We are waiting for the carriers to approve it". I don't know why they cannot reach out to the carrier to address why it is taking so long for approval, as this adversely impacts me financially as people cannot get a hold of me. I want a quick resolution to this long-overdue issue.

  Business Response

  Date: 10/09/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. Michael Edmonds. The complaint, logged on 09/21/2024, relates to Mr. Edmonds requesting additional assistance registering for 10DLC imposed by the MNO (Mobile Network Operators). 
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding the account.  Mr. Edmonds campaign has been approved by The Campaign Registry (https://www.campaignregistry.com/).

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

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a Vonage account for a few years now SMS has always been a part of my package all of a sudden I was not able to use that service. I contact Vonage and they are telling me it's going to take weeks to get it up and running which will cause me to lose money due to me not being able to reach out to possible candidates. I asked for a manager to call me and they keep telling me a ticket will be submitted. I need this fixed ASAP. I would like it fixed and a refund for the time I was not able to use this service that was sold to me when I first signed up!

  Business Response

  Date: 08/26/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ***********************.  The complaint submitted on August 22nd, 2024, relates to **************** requesting additional assistance registering for 10DLC imposed by the *********** Network Operators).
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding the account.  ******************* campaign has been approved by The Campaign Registry (*********************************), and her SMS capabilities have been fully restored.    
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  
  
  
  ***********************
  Executive Response Team
  

• Initial Complaint

  Date:08/07/2024

  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.

  12/1/2023 12/15/2023 Vonage charged our credit card $303.61 on each date. When we were finally able to talk with someone they said the charge was for a business with the name "York Granite". Our organization is ****************** of Littlerock. We were told we would receive a refund, but never have and cannot get anyone to assist us further.

  Business Response

  Date: 08/14/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of *** *************************. The complaint, logged on 08/08/2024, relates to **************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding these transactions.  A review of the transactions in question were associated with an account deemed as fraudulent.  It appears ****************** CC information was used at some point on the closed account.  We have submitted a refund back to ****************'  CC in the amount of $607.22.  ************** should see this refund within the next 5-10 business days.  We have reached out to **************** regarding our findings and the refund.
  

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

• Initial Complaint

  Date:07/22/2024

  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.

  On 03/20/2024 I transferred my phone services to Vonage. On 03/24/2024, I applied for *** Registration with Vonage. Around the middle of May 2024, they shut off my *** Registration without a notice and told me to re-register for *** services which I did due to an FCC update. At that time, they advised me that it would take "a few weeks" and it also states this on the *** Registration page in my account. It is not over two months and there still is not resolution., Each time I call or send a ticket I receive the same canned response: "We are waiting for the carriers to approve it". I don't know why they cannot reach out to the carrier to address why it is taking so long for an approval as this adversely impacting me financially as people cannot get a hold of me. I just want a quick resolution to this long overdue issue.

  Business Response

  Date: 07/30/2024

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************. The complaint served on July 23th, 2024, relates to **************** requesting additional assistance registering for 10DLC imposed by the *** (Mobile Network Operators).
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding the account. **************** campaign has been approved by The Campaign Registry (*********************************), and his SMS capabilities have been fully restored.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  
  
  
  ***********************
  Executive Response Team
  

  Customer Answer

  Date: 07/30/2024

   
  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.

  My SMS services have been turned back on effective today, July 30, 2024.  
  

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