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:09/01/2022

  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.

  7/27/22 Ordered 5 office, **** enabled, phones and set up service. 8/9/22 The phones sent required a land line. There was no mention that a land line was required. Reached out to assigned account executive via phone, ****************** regarding this issues, who then forwarded us to **** ***** she stated that new wireless *************** with return instructions would be sent. 8/16/22 Contacted Vonage to follow up & spoke with rep ***** who stated that there were no wireless devices or a tracking slip for return sent. Spent an 1hr on the phone with ***** who stated that **** USB adapters need to be purchased. Attempted to confirm that our office number had rolled over. He stated that the first attempt was unsuccessful as the account number we provided was incorrect. The ONLY attempt by the company, to obtain correct information, was to call 1 time to obtain correct account#. NO emails were sent at the multiple email addresses on file to obtain correct #. Confirmed correct info on that date but never received confirmation of completion. Attempted to remove an ex-employee from account only to be provided the incorrect form and directions. 8/27 The adapters were received only to find out that the phones have no port to insert the adapters. Email was sent on this date to nizha, stating all the issues but she has never responded. 8/31 Contacted vonage at 743a, 834a, 1141a, 1226p, 1245p,107p & spent a total of 160mins only to be hung up on with no resolution & conflicting information on how to return the incorrect phones and be sent the correct ones to use with the **** USB adapters. 9/1 called at 1155a,1253p & spent another 96mins only to be told that they could not send us new phones until we sent back what we had. Spoke to about 15 different reps that all provided incorrect info & no resolution. Ended up cancelling service & was told that no refund for unuse services would be made. Paid $469.87 for 37 days worth of services with unusable phones.

  Business Response

  Date: 03/27/2023

  To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 09/01/2022, relates to ****************** looking to close out his account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ********************** account. ****************** was issued a refund back to his credit card in the amount of $185.78 and the account has been successfully closed.  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:08/31/2022

  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 have called multiple occasions to cancel on multiple days. They have not provided the service they promised under contract. First they took a month to ship the phone they promised in 24 hours, then the number they gave me and I printed on all my business cards, the number they gave me belongs to someone else. I am extremely unhappy and upset. I call every day to cancel. They don't listen to my requests. They failed to give me the number they promised and someone else has the number they gave me. This is unacceptable and extremely unprofessional on a big company. BBB please help!!! I just want to cancel.

  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 08/31/2022, relates to ******************** looking to close out her account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. **************** account. ******************** was contact by our ****************** team and they were successful in closing out the account. The account was officially closed on 09/13/2022. 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:08/22/2022

  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.

  Vontage charged by credit card without my authorization for the amount of ****** on 8/15. When I attempted to contact them they were not help and disconnected our call consistently over the last week.

  Business Response

  Date: 08/29/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of *****************************. The complaint, logged on 08/22/2022, relates to ****************** stating he received an unauthorized charge.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ********************** complaint. An agent from our Executive Response Team ("ERT") contacted ****************** to get more information on the charge.  Mr. ******* from our investigation does not appear to have a Vonage account and his Credit Card may have been used fraudulently.  We have asked ****************** to send over a copy of the transaction and identifiable information to track down the account associated with his Credit Card, but as of today, we have not received this information.  Mr. ******* stated that he has already disputed the transaction with his banking institution.  We will let the process proceed based on his banks findings. 
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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.

  Called Vonage to cancel our phone services. Our phone lines have been unreliable and continuously not working. We run a business and need to rely on our phone lines to work. I usually have to reach out to Vonage 1-2 times a month to fix our phone issues and this last time they couldn't. No Vonage technician is available to come and fix it. We decided as a company to switch phone providers to someone who is more reliable and could offer on-site technicians if needed. Services promised were not provided. I called on 07/19/2022 to cancel our services with V. They informed me that we were under a contract and that if we cancelled, we would be charged an early termination fee. I asked them to send me a copy of a signed contract where we agreed to contract terms, because I do not accept the early termination fee and requested for them to waive it. They told me that a manager would call me to discuss these details. I never received a call from a manager and/or received any voicemails. I reached out again on 07/25/2022 to check status of cancellation. Our services were not cancelled, and they told me that a manager called and left me a voicemail stating that my request to waive the fee was denied. No such voicemail was received on any of my contact numbers. I requested they cancel my services and they wanted to charge an early termination fee of over $630. I asked them again for proof of a signed contract and they said they had none. They provided an addendum, but it didn't reference our account, our business name and/or have any of our signatures on file. We informed them that this was not legally binding, due to no signatures and we wanted to cancel services. We blocked them from being able to charge our credit card on file, they told us they would send us an invoice for the early termination fee. Cancellation of services effective 07/25/2022. We are denying payment of the fee even once we are billed due to no signature proof that we agreed on their terms and/or contract.

  Business Response

  Date: 08/16/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of ***************************. The complaint, logged on 08/08/2022, relates to ****************** looking to close out their account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ********************** account.  A review of the account shows that Ms. ******* activated services on 3/13/2019 with a 2-year contract, that auto-renews unless either Party terminates the Service(s) by contacting the other Party via telephone providing notice of non-renewal no less than 90 days prior to the expiration (Please See Terms of Service. Section 10: Service Term and Service Cancellation https://www.vonage.com/legal/unified-communications/tos/).  Ms. ********* account contract ran through 03/12/2023.  A review of a conversation with out chat agent, ****************** stated, "We have had continuous issues with our phone service going on and offline due to internet issues. I know that wasn't Vonage's issue however, we have internet service with AT&T and they offered a good deal on phones as well as a physical technician who can come out if needed to fix our phone issues they also included a back up internet deal with our phones so we can ensure our lines don't go out".  As pointed out by ******************, the issues they experienced were due to their internet provider AT&T, not Vonage.

  Prior to the account being cancelled, our ****************** team informed ****************** several times regarding the ETF/ETL (Early Termination Fee/Early Termination Liability) where they are liability for the remaining months of their contract in the event of a termination.  ****************** decided they would no longer pay for their services, therefore the account was closed due to non-payment.  Currently there is a $675.40 balance reflecting on the account.  As a measure of good will, Vonage will offer ****************** a 50% reduction pay off to satisfy the balance on the account.

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

  Customer Answer

  Date: 08/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  In order to make payment, we need VONAGE to send us a modified bill to reflect the 50% off the original amount billed.
  
  Sincerely,
  ***********************

  Business Response

  Date: 09/01/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of ****************************  We have emailed Ms. ******* an updated invoice reflecting the 50% discount settlement to satisfy the account balance.

  Customer Answer

  Date: 09/02/2022

  Thank you,  I have received reduced bill.

  We will issue it on our next check run.

  
  ***********************

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service 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.

  My company is Court ************************ and our business account number with ********************** is ******. We have been a customer since 2018. When we first started as a customer with **********************, they were good to do business with. The service has since gone into the trash can. We can never speak to any person at Vonage. Only Chat within their system. The service people working in the ***************** are incompetent. I have been a week trying to get Tech issues resolved and their staff has no clue to what's going on. There are no phone numbers where you can call. As a business we need our phone system to work. We pay them each month and they have no problem taking our money but will not provide a live person to take to. What kind of business is this? It is surely not a communication company. If they were you should be able to communicate with them. But they hide behind *************** We need a live person to speak to. We have tech issues that are not being addressed. Unless we get this resolved we are going to take this matter to the next step.First to, Complaint with the ******************************* Second, Possible legal action in the court. Perhaps their attorneys will speak to our attorneys?I await the call but don't think they will call based on the current business profile We have a lot of business contacts in our field of business and would not recommend Vonage Business Services to any business for any reason.

  Business Response

  Date: 08/02/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ************************** The complaint, logged on 07/27/2022, relates to ************** having account issues.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. Our Executive Response Team ("ERT") contacted ************** to discuss the issues surrounding their Caller ID and Voicemail issues.  We determined that the voicemail to email issue appears to be with the email provider.  We were able to update the CNAM/Caller ID associated with their main business number.  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: 08/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************************************* for over 10 years. Over 2 years ago, I had to change to a different kind of service with them because the old equipment was obsolete. I've been unhappy ever since. The phones were complicated. They didn't all work (paid for 4, but for the last year a half, only 1 worked). I requested help several times, but eventually just dealt with the problems. This year I decided to move on. I signed up with another company and ported our business lines over to them. When I called to cancel with Vonage, they said I was in the middle of a contract and would be charged over $2000 fee to cancel. I spoke to a supervisor who said that I needed to talk to the legal department. I've been waiting for them to call me ever since. I just called the customer service again, and got all the same answers. According to her, waiting months for a phone call from the legal department is normal. I just want to talk to someone who can help me cancel without paying an enormous fee. Right now I'm paying $140 a month and I don't have a usable phone with them.

  Business Response

  Date: 08/02/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. **************************** The complaint, logged on 07/27/2022, relates to **************** looking to close out their account.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding *** ******** account.  **************** signed up signed up for Vonage with a 2-year auto-renewal contract, for discounted pricing and discounted rental hardware.  The contract is set to expire September 24th, 2023.  Unfortunately we were not aware of any technical issues **************** raised, as the last interaction regarding the account prior to a cancellation request was over a year ago.  Nevertheless, we do apologize for ******************** experience as we value all our customers.  As mentioned before, the equipment **************** received was rental and was not purchased outright.  We have not received the equipment back at our warehouse.   As a measure of goodwill and to close out the account we have proposed a 50% discount of the *** ("Early Termination Fee") which covers the agreed upon monthly cost for the duration of the contract per our Terms of Services (https://www.vonage.com/legal/unified-communications/tos/). This 50% proposed discount also allows **************** to keep all rental equipment without the need of returning the hardware back to Vonage.

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

• Initial Complaint

  Date:06/30/2022

  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.

  THE WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED. I currently use them for our business phone service and the Vonage Business App is not working for one of my reps. I asked them for a discount since I'm not able to use the services that I'm paying for. They told me that the vonage business app is a free service and they can't give me a credit for something that is free. It's the line/user that I actually pay for, but in order for me to use the line/user, I have to use the ********************** App. They're just ducking responsiblity. To me, it's common sense. If you're charging me for a service that I'm unable to use, then I assume that you would credit me for that service and the amount of time is was not working for but they don't seem to care. Every minute that it's down, our company loses money, but they're not responsible and I still have to pay for the services I can't ever use. This is fraud.

  Business Response

  Date: 07/07/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of **************** *******. The complaint, logged on 02/02/2022, relates to Mr. ******* having an account issue.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. *******'s account. Currently, Mr. ******* is having a compatibility issue with our software and one of their personal computers.  The software works with other PCs Mr. ******* is currently using and we are working with our Engineering Team to find the compatibility issue.  When the issue is completely resolved, we will issue Mr. ******* a credit for the downtime associated with that extension.
  
  I am confident that this information will be helpful in resolving this matter.
  
  Sincerely,
  ***********************
  Executive Response Team

• Initial Complaint

  Date:06/30/2022

  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 been a long-time customer of **********************. A year ago, when I wanted to add a line, I noticed on their website that they changed the names of the plan, and they are significantly cheaper. I asked a rep if I could have the new premium line. He said no. Instead, I added another line and while I was upset, I dealt with it. A little over a year later I wrote in again to find out why I had an extra charge. It was corrected, but I asked again why I can't have a premium line since it's literally the same thing. Even if I didn't get the 30% off, they are advertising I would still save dozens of dollars a month. I was denied again. I argued but it went nowhere. Then I asked him how I could save money. I explained I had another employee using another service, because it was cheaper. He told me I had another number included in the plan and I can port it over. I did that. Now I am being told I have to assign an extension. Which of course would cost me $24.99 plus taxes and fees. So now instead of saving money, they have scammed me into spending more money with them. It is not right they treat their old customers unfairly and overcharge. Never mind they baited me into porting a number over which I was told was no cost after I explained the situation, to have to pay $24.99 plus taxes and fees.

  Business Response

  Date: 07/07/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint, logged on 07/07/2022, relates to ************************ inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding **************************** account. An agent from our ****************** team contacted Mr. ******************* they were successful in coming to an agreement regarding pricing moving forward. 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:06/30/2022

  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 work as the IT Manager for *******************. Ardent, like many other companies, had all of its workers working offsite (away from the office), so I turned off all of the office phones by contacting Vonage. They told me to put them into a sleep mode and I agreed to this to protect the loss of the phone numbers. Later, for some reason they just turned them all back on. I contacted Vonage and they apologized and gave Ardent a credit. But, we were switching to ********* Voice and didn't need their service and asked for a refund. They made a case number for it to be reviewed. But, they just closed the account on their own and ignored the credit and the case number.$470.42 credit, CASE NUMBER: SUMMARY: ********

  Business Response

  Date: 07/07/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. **** Saraga . The complaint, logged on 06/30/2022, relates to **************** inquiring into a refund.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account.  Mr. ****** was issued a $505.07 account credit back on January 24, 2022 due to the removal of services.  Since then, their monthly invoices have been debited from the account credit.  It appears **************** will be closing the Vonage account and therefore would like the remaining in-house credit converted to refund.  Unfortunately, per our Terms of Services (https://www.vonage.com/legal/unified-communications/tos/), we do not convert in-house account credits into refunds.   **************** may continue using the services until the credit has been exhausted and then proceed with cancellation of 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:06/08/2022

  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.

  Vonage recently charge our business for for "unused numbers" that we have no idea where they came from. We've been customers almost 10 years and all of a sudden, they say their are numbers on the account we have not been billed for. We want to know who added these numbers and when.

  Business Response

  Date: 06/15/2022

  To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. ***** *********. The complaint, logged on 06/08/2022, relates to Ms. ********* inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. *********'s account. An agent from our Executive Response Team ("ERT") contacted Ms. ********* and explained the billing correction regarding the ************** Number Reconciliation". An internal audit revealed some customers had more numbers on their account than whats reflected in their billing. Sometimes this would happen when a customer ports in more numbers than originally quoted. We explained to Ms. ********* that she isn't obligated to keep the additional unused numbers and we would remove them at no cost, but from a line-item billing perspective, the total number of phone numbers needs to reflect what is on the account. The additional numbers were removed from Ms. *********s account and a credit of $20 was applied to the account.  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: 06/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Haverhill