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:03/23/2023

  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 business phone service on a month to month trail, 3 weeks in to the trail I told the sales rep, I like your service, let begging to port my main number over, before that happen the over charged me for there service, I was quoted ***** a month and was billed *****, they fixed that by giving me 30% off. but now they messed up my main number, when clients call it they get a busy tone, and they are saying it could be that way for days, putting me out of business, this is my season as a tax professional, the rep told me this take less then an hour to port and its done over night, she was wrong, and now my clients think I'm closed, and my current clients think I'm out of business. this is very wrong,

  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 03/24/2023, relates to ****************** inquiring into a billing and porting matter. 
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ********************** account. We have discussed ********************** accepted quote (attached) and as measure of good will, added an additional discount.  In regards to Mr. ********* phone number, his previous phone provider (GoDaddy) dropped his services the morning his number was scheduled to port to Vonage.  We explained to Mr. ******* that we will pick up the phone traffic (port) at noon.  Mr. ********* number successfully ported over and calls are routing as they should. 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

   
  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:03/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged $10 a month on my bill additinal for Vonage Support PLUS. I am being charged an additinal amount i never agreed to and it is not on my original contract. I told the customer care team of this and they insisted this would be removed but i have been getting charged for this since the start of my services and i keep getting told it is removed and that i would recieve a credit and i have never recieved a credit for these charged which have grown to $60+ in overcharges for a service they state in their ads is free. The nezt thing is for the monthly services that was promoted at ***** which i signed up for is being charged *****% tax on $19!! which is $3. so for a service I signed for at total charged for a bit over $21 are now at $26.08 and i was never informed of these new charges either. The tax rate has changed 5 time since march for this same $19 a month. the taxes on the monthly bill went from **** to $3 in less than 6 months. Again no notice or letter was sent informing its customers that their was going to be an increase in taxes to over 15%. Next on the bill are fees which include recovery fees of $7 and emergency fees of $.99. These fees are also taxed in a seperate section at a rate of over 35%. On their website that they charge a $7 recovery fee they impose on its clients and then in addition to this charge they add the - ********************** (USF) on a seperate section on the same bill that states taxes and other charges. 3 diffrent Taxes charged for the same bill! FCC investigation Report has been filed againt Vonage for Illegal Taxation, cramming, and Fradulent changes of invoices/contracts of hundreds of its clients frauded and manipulated! ******* changed my month to month, to a *********************************** authorized after I wanted to cancel then they said they do not have a refund policy, they turned off the cancel subscription button and want you to pay the 12 months in full to cancel then renews your subscription. Scamers

  Business Response

  Date: 03/22/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint, logged on 03/21/2023, relates to ************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. An agent from our Executive Response Team ("ERT") contacted ************** in October 2022 regarding this matter. The services Vonage Support PLUS was removed from the account.  Attached is the invoice for the following month showing the services were removed.  ************** also received a $63.75 account credit when the services were removed (attached).  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:03/17/2023

  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.

  Vonage provided me a faulty device and they have refused to offer a replacement.I have had the device for over a month, I have called to trouble shoot the device and customer service reps have not been very helpful.

  Business Response

  Date: 03/22/2023

  
  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 03/17/2023, relates to ****************** inquiring into a replacement device.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account.  ****************** was shipped out a replacement device on 02/13/2023 via *****.  According to the ***** tracking number (***************), the device was delivered on 02/15/2023.  ****************** unfortunately has not connected us regarding not receiving this replacement.  We will submit a new order to re-send Mr. Musumba a 3rd device.

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

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19383296
  

  I simply requested a device that is both cordless and wireless.

  Vonage has simply refused to provide this device as requested and additionally they have rerouted my number to a messenger since I complained on this issue.

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

  Business Response

  Date: 03/22/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 03/17/2023, relates to ****************** inquiring into a replacement device.
  
  ********************** original claim was that the device was "faulty".  He was sent a replacement device, but per his last communication, wants a different (upgraded) device.   We will gladly send a different device as ****************** understands there will be an adjustment to his device rental fee.
  
  Sincerely,
  ***********************
  Executive Response Team

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19383296
  
  I am rejecting this response because:

  I have not refused to pay the difference in rental fees. 

  All I have asked is for a specific device to be sent.

  All I need is a device that is both CORDLESS and connect to WIFI without a cable.

   

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

• Initial Complaint

  Date:03/17/2023

  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.

  Vonage is our call center provider, they made promises during our implementation that they unable to provide. They are also charging us fees and are unwilling to remove these fees for services they can't provide. We have been billed thousands or dollars for unprovided services. We also lost thousands of dollars do to technical issues with their system that took weeks to resolve. I have reached out to our account managers at Vonage numerous times and they are unwilling to provide any bill credits or supporting the integrations we asked for at contract signing. Their inability to uphold the contract is stifling our business as a startup.

  Business Response

  Date: 05/03/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 04/19/2023, relates to ********************** inquiring into a billing/service concern.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ***************** account. An agent from our Executive Response Team ("ERT") contacted ********************** to discuss the issues.  Mr. *********** Account Manager has reached out to Mr. ********* to discuss possible credits Mr. ********* feels is due based upon his contract terms.  Those discussions are ongoing to date.  

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

• 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.

  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: 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: 01/25/2023

  [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,
  
  *******************

  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