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: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.

   

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for vonage to transfer my business phone from ******** my ******* phone and fax number. they were supposed to be transferred over altogether without any interruption in my service. However, they cancelled my business phone number prior to being able to transfer which has caused disruption to my business and potentially missing a crisis call as I am in healthcare. They have numerous times not answered my direct questions and continue to try to pressure me into continuing with them despite my probelms. I am trying to cancel as I have not even started with them and they are not allowing me to and they are wanting to charge me.

  Business Response

  Date: 06/22/2023

  Please transfer complaint to: Vonage Business Cloud

   

  There isn't a Vonage Business Solutions.

   

   

  Customer Answer

  Date: 06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and I was told that this is the wrong company and is supposed to Vonage Business Cloud however, this should be something that is clearly spelled out.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/18/2023

  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.

  I SIGNED WITH VONAGE FOR BUSINESS PHONE. IT WAS IN APRIL 27,2023. SINCE THEN, VONAGE NEVER HELPED ** TO USE TRANSFERED PHONE NUMBER TO BUSINESS PHONE. THEY ARE TAKING MONEY FROM OUR COMPANY BANK ACCOUNT, BUT PHONE NEVER TRANSFERRED. WE CONTACTNED TO OVER 15 DIFFERENT VONAGE REPRESENTATIVES. THEY ALL ARE KEEPING LIYING ABOUT TRANSFERED PHONE. THIS COMPANY SHOUD GIVE BACK ALL TAKEN MONEY FROM OUR BANK ACCOUNT. WE WANT TO CANCEL AGREEMENT WITH THIS SCAMERS.

  Business Response

  Date: 05/25/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************** . The complaint, logged on 05/19/2023, relates to ****************** inquiring into porting issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. *************** account. A review of the account shows the number was successfully ported to Vonage on 05/23/2023.  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:05/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our business was seeking a new phone carrier. We spent hours one day last week, discussing services we needed from Vonage. After several hours we agreed on the services and pricing and signed an agreement. We also were very clear that we could not afford interruption of service for the sake of our business and clients. We were promised that we could schedule the porting of calls on a day of our choosing (even a weekend). We were promised that we could have *** for our main line. We were promised several other features and services. A few days transpired and the porting was scheduled for a Monday, the WORST possible business day for a major interruption in business, this was on a Wednesday. The technician said I would receive a call back as he was endeavoring to reschedule the porting to a weekend. I told him how I could only be reached within business hours (as our phones shut off after hours). Two days later, on Friday evening he tried to call (per our missed calls). I tried calling back but the automated system would not enable us to call him back.Monday we received several emails stating our phones would be ported that day only to be turned off for 7 business days! The technician tried to call @ 7am (2 hrs before our phones turned on). When we tried to call @ 9am the automated system would not permit incoming calls. Then without our consent the phones were ported and our business phones were shut down ALL day. We finally made contact w/ the technician and wrestled over 5 hours on the phone but NOTHING was working as agreed upon and ALL of our terms of agreement had completely changed. Every promised we received was not honored. And our entire phone system was not working properly. The *** is still not working after being on the phone all day with different staff. Our entire business has been crippled as we cannot access any of our business accounts with a *** account our accounts are linked to. A major interruption we were promised would not happen.

  Business Response

  Date: 05/09/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 05/09/2023, relates to ****************** having account issue.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account. An agent from our Executive Response Team ("ERT") contacted ****************** to discuss the issues associated with the account.  If appears there was indeed some miscommunication between how/when (days) numbers port, therefore causing issues.  Mr. ******* expressed having a SMS (texting) issue, that has now been resolved.  As a measure of goodwill, we credited Mr. ******* his first month of services.  We greatly appreciate Mr. ********* business.  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: 05/09/2023

   
  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:04/04/2023

  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 signed a contract with Vonage Business and they began billing me per the contract in November 22, even though I did not recieve the equippment until February 23. I was told they would reverse the charges until I went live and they never did. Once I received the phones I requested a training session from their online form and also emailed the account rep and never heard back but they continued to bill me each month. A different price than I was orginally quoted. Just trying to get the information on where the phones were was ridiculous and took 3 months - one day they just showed up. I have contacted them via email and phone numerous times and am told the case is still in que for the cancellation team. I have contacted **** and opened a dispute case for all charges going back to Nov and any future charges going forward. I am looking for a refund and cancellation of the contract along with a return authorization and shipping label to return the equipment that is still in its box. I have various emails I can forward to highlight the frustrating customer service I have received since the onset of the contract. Attached is the original contract. ******************************* is the President and Owner of ****************, I (***************************) am the VP/Manager and *****'s daughter

  Business Response

  Date: 04/12/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 04/03/2023, relates to **************** looking to close out their account and request a refund.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account.  ******************** account was successfully closed on 04/07/2023 and we have emailed ***************************** them a ***** return label for the hardware.  In relation to the refund, as noted by ****************, they have disputed charges with their credit card issuer therefore we cannot issue a refund until the credit card claim dispute has been resolved.  A refund before the claims process has been resolved could result in a double payment.

   

  Sincerely,
  

  ***********************
  Executive Response Team

• Initial Complaint

  Date:03/23/2023

  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.

  *********************** Account Super User Acct: ****** December 21, 2021 I entered into an created a Premium Plan with a included local number account with Vonage for a total of *****. that time, they have reviewed my account twice and adding more and more charges and service fees. I have attempted them numerous times to adjust adjust my added monthly services. At this point, I would like to all business with this company, which I personally feel is taking advantage of its customers with its high prices, hand off customer service, and constant "reviews"of accounts which turn into more fees being added. On 3-11-23, I reached out to Vonage via chat to asked how to I transfer my number to another company. I requested for a phone number change to another company and Vonage on 03-11-2023 as which it was stated that it would take 5 days. It has now been 12 days and Vonage still has not released my number but instead charged me once again for a toll free number I have had since the beginning of my relationship with them. I have attempted to contact customer support via chat, email, and phone. 1. When I chat, ** told to go to the website to make changes to my services. 2. When I go to the website to changes the services myself, Im referred to contact customer support (doesn't provide number)3. After calling customer service (after googling customer service number), I am referred back to the website. I have reached out to my Account Executive *********************** to multiply times, but have yet have this matter resolved.I would like to resolve this matter with me being aloud to switch my phone number to a new carrier as soon as possible.The phone number in question is ***************** Sincerely,*********************** Flip It Business Loan Brokers *************************************** Phone: ****************

  Business Response

  Date: 03/24/2023

  
  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 03/023/2023, relates to ************** inquiring into a billing and porting matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **************' account. An agent from our Executive Response Team ("ERT") contacted ************** to review the account and discuss porting his toll-free number.  During that review, we notice that **************' toll-free number had already ported away to hi new carrier.  ************** decided he wanted to move forward with closing his account. The account was officially closed on 03/24/2023. 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: 03/24/2023

  Hi there. I am not the *********************** involved in this complaint. ***************** is my email address but I do not and have never had service with Vonage, nor have I submitted a BBB complaint. If you could please disassociate this email from this complaint, that would be great!

  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 03/023/2023, relates to ************** inquiring into a billing and porting matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **************' account. An agent from our Executive Response Team ("ERT") contacted ************** to review the account and discuss porting his toll-free number. During that review, we notice that **************' toll-free number had already ported away to hi new carrier. ************** decided he wanted to move forward with closing his account. The account was officially closed on 03/24/2023. Vonage considers this matter resolved.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team