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:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/29/2023

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

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

• Initial Complaint

  Date:12/16/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/03/2023

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

  Vonage considers this matter resolved.  I am confident that this information will be helpful in resolving this matter.

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

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/28/2023

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

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/06/2022

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

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

• Initial Complaint

  Date:11/23/2022

  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.

  Since Dec 19, 2021, when I open the Vonage account for my brand new business, the services have not been functional at all, I have been paid $63 and sometimes, even more, every month for close to a year now. I decided to modify some aspects of my business now, and we will open our restaurant within the next week, the two phone numbers I have from Vonage, are unreliable when people call, I can't hear, I don't get the notification for Voice Mail until few days have passed by, a complete disaster, as such I had enough, so this week of Nov 2022, I decided to cancel or transfer the phone # to Tmobile as for my personal # I use ********* and barely have any issues, I called Vonage finally after a week of trying a human answer the call and provided me with the Transfer PIN Tmobile required, after that I needed to Contact Vonage again for them to realized the numbers, I finally got someone on the phone, which said that they can't do anything I need to wait for 5 to 21 business days, waiting for almost a year is not enough?? OMG This is so frustrating, I wish that some businesses will not offer the services they promise and the customer is paying for them to get close down. I just want my numbers transferred to Tmobile

  Business Response

  Date: 03/28/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 11/23/2023, relates to ******************** looking to close out her account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************* account. ******************** has been in contact with out ****************** team and they were successful in closing out the account. The account was officially closed on 02/22/2023. 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:11/03/2022

  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.

  VONAGE YOU COULD NEVER GET THROUGH THEM. IN ORDER TO PORT A PHONE NUMBER ITS TAKING THEM MORE THAN 2 WEEKS. NOONE CAN GIVE ME A STRAIGHT ANSWER.

  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 03/17/2023, relates to ******************** inquiring into porting a number.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *********************** account. ******************* has spoken with our ***************************** and advised of the porting away time frame.  At the time of this reply, *********************' numbers have successfully ported away to her new carrier.  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:10/31/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a long time customer of *********************************************. I have been trying to close my account for two months because my business closed. Vonage has refused to terminate my account until I call and talk to someone, but I have been unable to make contact with anyone at Vonage. I am only allowed access to chat bots that are not helpful, and I reside in ******** where time is 15 hours ahead of the US. I believe Vonage intentionally makes it difficult to contact them so they can continue to bill me. They know I want to cancel my account, but refuse to do so. I have communicated with them in writing several times without success. I would also like my last two months of service since I requested my account be terminated to be refunded. My case number with Vonage is ********, and my account number is ******

  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 10/31/2022, relates to Mr. **********;looking to close out his account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. An agent from our ****************** team contacted ************** and they were successful in closing out the account. The account was officially closed on 11/02/2022. 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:10/23/2022

  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.

  Hello, my name is ***************************************, I opened an account with the company VONAGE BUSINESS COMMUNICATION, I decided to buy a phone from this company, because I needed to use this phone to be able to carry out a procedure and to be able to acquire a license, unfortunately this phone appears in the number of identification card. SCAM so that no one answers me anywhere I can call because this phone appears on the screen of other phones SCAM call the company and explain the problem if they could solve it they told me that they couldn't solve it and that they would cancel the telephone service and They will refund my money , 40 days have passed, they never returned the money I paid them and they continue to send me bills as if the phone was activated with a zero balance, but they did not return the money I paid. I returned the phone from VONAGE COMPANY long time ago by Federal Express, customer service told me that they me that they will refund in 7 to 10 days, they never did, it's almost 40 days of waiting Today when I call this company no body answer the telephone.DATE OF THE TRANSACTION July 28 , 2022 amount ***** , August 28 amount ***** Total = $100.09 ****** Friendly Health Assisting LLC ******* *************************************** Vonage Business **********************************************- **** VONAGE CUSTOMER SERVICE TELEPHONE IS ************

• Initial Complaint

  Date:10/12/2022

  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 for vonage business services and it has been a nightmare ever since. As you will see on the agreement, term start date is February 17, 2022 and we cancelled via phone and via e-mail on February 7, 2022. We have called at least 6 times since then and also have confirmation in writing from vonage they were working on the cancellation, see the e-mail dated 2/7/22 signed by Vonage employee Gloira. They claim we owe them approximately $334 and they have sent us to credit collections. We never used their services, we canceled based on the fact they sold us a service that did not work.

  Business Response

  Date: 03/28/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of ******************************************************. The complaint, logged on 10/12/2022, relates to ************************ wanting to close out her account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ****************** account. **************************** account has been closed and the collections balance has been recalled.  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:10/11/2022

  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've been loyal customers for many years. Just in August, we made contact with a very helpful Rep **** in account management who helped us figure out a better plan because it seemed like we were overpaying for our usage and he agreed and provided ideal solutions for our needs. Today, I tried to make contact with *************** to deal with large discrepancy arising out of the changes, and 2 year contract signed, resulting in our company being charged as much or even more as before. Twice, I tried to reach someone who could help me. Unfortunately, I was given *************** reps who did not understand my troubles, and the second person even giggled as he was trying to repeat to me over and over again that the solution to this issue was only to email some other department or call the number they provided me. After, explaining several times to them that the number dialed only says "This voicemail box is full" and that emailing someone and waiting around is not an option for me, the representative continued to beat a dead horse, repeating the same thing over and over. I asked what is the problem with putting me on the phone with someone in charge who can help me, and they could not answer the question directly. Absolutely appalling approach to customer service and I still don't have a resolution to my problem. I have since sent a pleading email to the contact that helped me in August, but not even sure if they still work there.

  Business Response

  Date: 03/28/2023

  
  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint, logged on 10/11/2022, relates to ********************** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ************************** account.  Due to Mr. *********** excessive usage for traffic, through his Toll-Free numbers, this violated our Acceptable Use Policy (*******************************************************************).  We notified Mr. ********* of such and explained he would need to purchase/add additional buckets of mins. to his account to adsorb the excess.  These buckets of additional mins. were added to the account and our ****************** team assisted him with a price reduction to help offset the increase.  Unfortunately, before a resolution could be found to further assist **********************, the account was closed due to non-payment.

  Vonage considers this matter resolved.
  

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