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:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vonage had stated that they would issue a credit back in august as they had not informed me that my text messages were not active under my number. I stated that I am an insurance broker and that it violated my business and communications as my clients did not get timely messages. Vonage stated that they would credit me from April-August of 2024. I discontinued service in September. I found out today that Vonage is still charging me for services and it is March of 2025. I am about to put a stop payment and request for refund as I have not been able to get in contact with Vonage. I no longer know my account number as I have no access to the service. I ported my number in august to ******* and have had no use for Vonage since. I want a refund as soon as possible as I have not used any Vonage services since and they owe a credit for a years worth of service @ $89.99 per month. Currently Vonage owes me a refund of $1079.88 for services not rendered. I can not get through to customer service and I would not recommend Vonage at all for anything anymore. please assist as soon as possible.

  Business Response

  Date: 03/31/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** ****. The complaint, logged on 03/29/2025, relates to Mr. **** looking into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ****** account. Unfortunately, Mr. **** has never contacted Vonage to cancel the account.  Cancellation of services are outline in our Terms of Services (************************************************************************).  Mr. **** had a total of 4 numbers ***********, **********, **********, **********) associated with their account and only ported away 1 of the 4.  Porting of a number does not automatically cancel an account as many ********************** accounts may have 1 number to hundreds.  

  Per our TOS for Month-to-**************************** provided on a month-to-month basis, either Party may terminate the Services by providing at least 30-days notice, with termination being effective the month following the month notice was provided.  We have never received any notice from Mr. **** regarding the cancellation of his account.  Due to this notice, we have moved forward with closing out the account.  The account has been officially closed on 03/31/2025.  As a matter of good faith, we have issue Mr. **** a refund for his last invoice.  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: 04/01/2025

   
  Complaint: 23131285
  
  I am rejecting this response because: Vonage had stated in September that they would be cancelling the account as this had led to hippa violations as I am a Health Broker whose notices did not reach the intended clientele forr months if at all.  they were to credit my account and sent invoices that reflected a credit however they were still taking payment that was not authorized. vonage owes me from the point of stopping text services as discussed when porting my main number away from vonage. See the invoice attached yet however they continued to bill my account and were supposed to pay not deduct.  at this point I will escalate and go public for the fraud committed.  I trusted vonage and was assured a credit.  your company was supposed to keep services active while you paid back money owed.  However you remained billing me while sending credit statements like the one attached.  Please provide my refund as I did not use your service and your service hurt my business, lest we should continue to escalate.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/01/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ***** ****. The complaint, logged on 03/29/2025, relates to Mr. **** looking into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ****** account. Unfortunately, Mr. **** has never contacted Vonage to cancel the account. Cancellation of services are outline in our Terms of Services (************************************************************************). Mr. **** had a total of 4 numbers **********************2, **********, **********) associated with their account and only ported away 1 of the 4. Porting of a number does not automatically cancel an account as many ********************** accounts may have 1 number to hundreds.
  
  Per our TOS for Month-to-**************************** provided on a month-to-month basis, either Party may terminate the Services by providing at least 30-days notice, with termination being effective the month following the month notice was provided.  We would not cancel an account unless for fraudulent reasons and even then the customer would receive notice of a pending cancellation. We have never received any notice from Mr. **** regarding the cancellation of his account, nor had he received one from us. Due to this notice, we have moved forward with closing out the account. The account has been officially closed on 03/31/2025. As a matter of good faith, we have issue Mr. **** a refund for his last invoice. Vonage considers this matter resolved.
  
  
  I am confident that this information will be helpful in resolving this matter.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23131285
  
  I am rejecting this response because: On the call that I had with vonage business services I was to receive a refund and I was not supposed to pay for services.  I attached the fraudulent invoicing that I received month to month showing a credit yet I continued to be charged.  I explicitly told vonaage that i did not want service after the port.  they stated I would be refunded for the time where services were lost and they were to credit the account.  No refund was received and vonage continued to charge despite showing a credit.  you should pay what you owe by your word and invoice.  Check the attachment and then look at how you billed me.  This shows the explicit nature of the vonage fallacy.  I will take this to ******* instagram and all other forms of escalation if not resolved here.  your company caused violations to my business and this can be raised in court.  please advise.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/19/2025

  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.

  Our organization, Oquirrh Recreation and Parks District, when we created the account requested a tax exemption in July 2023. We noticed October of 2024 on our monthly billing that taxes were being charged to us. We called Vonage and requested a tax exemption and credit to make up for paid taxes. A credit was not issues but after months of back and for calls Vonage and received confirmation that the exemption was approved in December 2024. However, despite this approval, Vonage has continued to charge taxes on our monthly invoices for the past several months.We have contacted Vonage multiple times regarding this issue:On December 4, 2024, we were informed that the tax exemption was in progress and would be updated in the billing system within 24 hours.On January 24, 2025, after noticing continued tax charges, we contacted Vonage again and were told that the issue had been escalated and we should wait another 24 hours for an update.On February 22, 2025, our latest invoice still included $58.69 in taxes, showing that the issue remains unresolved. We made a call to Vonage and they never called back to confirm the taxes would be removed.I have made several calls this month of March to confirm if the taxes will finally be removed and if there is any credit and again they have failed to provide resolution or call back. This ongoing problem has caused frustration and unnecessary financial burden for our organization. We are a government entity and should not be subject to these charges. Additionally, Vonage has failed to issue any reimbursement for the wrongly charged taxes, despite multiple requests.We request that Vonage:Immediately stop charging taxes on our invoices.Issue a credit for all taxes charged since the approval of our exemption in December 2024.Provide written confirmation that our tax-exempt status is correctly applied to our account moving forward.

  Business Response

  Date: 03/27/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ms. ***** *******. The complaint, logged on 03/20/2025, relates to Ms. ******* inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ********* account. An agent from our Executive Response Team ("ERT") contacted Ms. ******* and discussed the tax exemption inquiry.  Currently they are exempt from from all local and state taxes.  We explained to Ms. ******** that they unfortunately are not exempt from the Federal Program Fee/USF Fee.  The Federal Program Fee (**************************************************) is a fee levied against all telecommunication companies from phone to cable providers.  We have issued Ms. ******* a credit for the past few months of where they charged for state and local taxes. 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:03/05/2025

  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 have been having issues with vonage phone service . calls are not coming into my business for over 3 months. vonage wont help me fix the problem and they keep charging me.all their tech support is located outside of *** and they just simply unwilling to help we have sent countless emails and call and they keep making excuses and asking for document after document to prove we are the business asking for help and they have even tried to call us at the business and see first hand that calls arent going through but still wont ******* one should use vonage with such horrible customer service. i am probably goin to switch to ring central at this point. how can i run a business with out phone service

  Business Response

  Date: 03/07/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of *** ***. The complaint, logged on 03/05/2025, relates to *** *** inquiring into resolving account issue.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding this account.  We could not locate *** *** as an authorized user on the account is question.  The account itself was closed on 03/05/2025 by the Superuser 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

  Customer Answer

  Date: 03/07/2025

  The reason we ended I ended up canceling is because for over 3 months our phone system would not allow incoming calls.

  Me and my staff tried many times to get them to fix it but they refused to help. 

  We bought the business in October of 2024 and the previous owners had a regular employee as the "super user" 

  That employee left the company and vonage refused to recognize me as the new owner even though I was the one paying almost $500 a month with my credit card. 

   

  I even asked them to fix the issues and they refused. 

  I asked them to call the business and set if their call can go through and sure enough they faced the same problem. 

  Their call was not going though and they are vonage so obviously my customers can't get through to us. 

  Because of this phone issue done of our customers ended up canceling our service to them. 

  To not be able to get incoming calls to a business for over 3 months is absolutely insane and not reasonable. 

  They emailed the staff member listed as the an authorized user who informed them that I'm the owner and still they refused to fix the issue. 

  So as a business owner I had to cancel the service that had been with this business for many years. 

  I did everything in my power to get them to fix our service but I had no luck. The whole time they were still charging me for the full service on a phone system they would not allow incoming calls. 

  Very irresponsible of them and they should refund us for payment of service not rendered. 

  Business Response

  Date: 03/10/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of *** ***. The complaint, logged on 03/05/2025, relates to *** *** inquiring into resolving account issue.
  
  ********************** has reviewed the details surrounding the complaint, and our records regarding this account.  We could not locate *** *** as an authorized user on the account is question. It appears that when the company was bought (10/24), Vonage was not notified of the changes.  We were contacted in 02/25 regarding the changes of the Superuser.  We sent the customer a "Change of Superuser" document to fill out and send back to us, but they were not able to supply the requested documents (Explanation of Change of Super on Company Letterhead) need to make the changes.

  We were notified of a call routing issue on 02/28/2025 that was resolved with our agent (transcript attached) and confirmed with the caller of the company.  Prior to 02/28/2025, we had not received any notification of a call routing problem.  As a measure of good faith, we have issued the customer a partial refund.  The account itself was closed on 03/05/2025 by the Superuser of the account.  ********************** considers this matter resolved.

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

• Initial Complaint

  Date:03/04/2025

  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 purchased an *********** from Vonage Business, and our SMS application was approved on September 5, 2024. However, despite this approval, we have been unable to use the service due to persistent error messages. Over the past six months, we have repeatedly reported the issue, only to receive generic responses stating that Vonage is "working on it," with no concrete resolution provided. This prolonged lack of service and failure to deliver a working solution has caused significant inconvenience to our business. We are filing this complaint to formally document our dissatisfaction and seek a resolution.

  Business Response

  Date: 03/12/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Ohio 2023 ***. The complaint, logged on 03/05/2025, relates to **** 2023 Llc inquiring into an SMS issue.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding this account.  **** 2023 Llc's account currently has a temporary SMS restriction with 1 carrier due to their 90 ***** period of newly registered 10DLC policy.  Once they are past the 90 day threshold, the carrier will allow traffic to their customers.  A credit was applied to the account due to the temporary inconvenience.  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:03/04/2025

  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.

  Vonage lost the ability to text all cell carrier's in the ** in October. I am a insurance broker and texting is 30% of my business maybe more. Appointment reminders, payment reminders, intro texts, texting my clients my full contact info. This world is a text heavy world nowadays and when I cant text all of my clients or leads I refuse to pay full price. Vonage has reduced the price every month for me BUT has lied to me telling me they cannot do it and until I threaten to complain say they cannot do it. Once I threaten to complain magically they can reduce the bill. This month they told me all text services were restored so they would not be reducing the bill. I then prove to them that I do not have full texting capabilities and want the reduction. I do not think it is fair to pay full price when I am not receiving full services. I want the bill reduced by the same percentage it has been since this started and when full services are restored I will pay full price

  Business Response

  Date: 03/07/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. **** *******. The complaint, logged on 03/05/2025, relates to Mr. ******* inquiring into a billing and SMS matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account.  Mr. ********* account currently has a temporary SMS restriction to some carriers due to a previous infraction of sending disallowed content.  Due to this infraction, it may a few additional weeks before Mr. ********* account is enabled to send to all carriers.  As a measure of good will, a credit was applied to his account on 03/03/2025.  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: 03/07/2025

   
  Complaint: 23004675

  I appreciate your response; however, I must partially reject it for the following reasons. First, at no point did we engage in any texting activity that was not permitted. Second, my request is simply to maintain the existing reduction until the texting issue is fully resolved.
  As an insurance broker, texting constitutes a crucial part of my businessaccounting for nearly one-third of my client communications. Being unable to text is a significant disruption. I have been a loyal Vonage customer for over six years, and I am only asking for the same courtesy of the reduction that has been provided to me monthly, without having to negotiate for it repeatedly.
  Once the issue is fully resolved, I will have no problem resuming the standard rate. I appreciate your understanding and look forward to your support in ensuring a fair resolution.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/07/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. **** *******. The complaint, logged on 03/05/2025, relates to Mr. ******* inquiring into a billing and SMS matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ********* account. Mr. ********* account currently has a temporary SMS restriction to some carriers due to a previous infraction of sending disallowed content. Due to this infraction, it may a few additional weeks before Mr. ********* account is enabled to send to all carriers. As a measure of good will, a credit was applied to his account on 03/03/2025. 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:02/14/2025

  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.

  Dear Better Business Bureau,I am submitting this formal complaint against Vonage due to significant overcharges on my account, totaling approximately $4,500, and the companys failure to address my repeated inquiries.Issue Summary Vonage has been billing me on two different credit cards (ending in 3001 and 4009) for services, resulting in a total of $4,446.93 in payments, as detailed below:Payments on Card Ending in 3001 Total Paid: $1,137.20 Payment dates range from January 31, 2024, to December 31, ******************************* 4009 Total Paid: $3,309.73 Payment dates range from January 31, 2023, to December 17, 2024 Unresolved Issues Repeated Contact Attempts Ignored I have reached out to Vonage multiple times regarding these overcharges, but the company has gone silent and has not provided any resolution or response.Removal of SMS/Texting Services In Q3 of 2024, Vonage removed text messaging services from my account. However, despite this change, they have continued billing me at the same rate without any adjustments for the loss of service.Failure to Refund or Adjust Charges Vonage has not issued any refunds or billing adjustments for the services they removed or the excessive charges applied to my accounts.Requested Resolution I am requesting that Vonage:Provide a full refund of the overcharges, which amount to approximately $4,500 Adjust my billing to reflect the removal of texting services Respond to my inquiries and provide clarity on their billing practices If Vonage fails to resolve this issue promptly, I will consider escalating my complaint to regulatory agencies and exploring further legal options.Please let me know how the BBB can assist in mediating this matter. Thank you for your time and assistance.Sincerely,

  Business Response

  Date: 02/25/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ************************* The complaint, logged on 02/17/2025, relates to Mr. ********************** into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. *************** account. Mr. ******* is associated with two (2) accounts that he is familiar with.  The 1st active account ****************************** which was established 03/15/2016 where he is listed as a current authorized user on the account.  A 2nd account was set up under ************************ DBA Shine Villas:Windermere on 06/10/2021, where Mr. ******* is also an authorized user.  The transactions in question are for 2 separate active accounts.  Currently, Mr. ******* has disputed the charges with his banking institution and we are awaiting a final disposition to those disputed charges.  Vonage considers this matter resolved as the matter is now being addressed with his bank.

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

• Initial Complaint

  Date:02/04/2025

  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.

  Complaint ID: ******** Date Submitted: February 4, 2025 Dear BBB,I am submitting a new complaint against Vonage Business Cloud regarding the wrongful restriction of my account. While I have previously filed a complaint (ID: *********, this issue is separate and requires new attention.I have consistently followed Vonages messaging limits, sending between ******* messages per day, well below the 2000-message daily limit. Despite this, Vonage has placed restrictions on my ability to send and receive messages, claiming violations I have not committed.I request:A review of my account activity to confirm that I have not exceeded the daily limits.The restoration of full access to my account to send and receive messages.A clear explanation of any specific violations that led to these restrictions.I have complied with all guidelines, and my customers opt-in through forms on my website, which Vonage is aware of. I request that this be treated as a new complaint, as it is distinct from my previous one.Thank you for your attention to this matter.Sincerely,Muhammad Danish

  Business Response

  Date: 02/17/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ******************** The complaint, logged on 01/10/2025, relates to Mr. ****** inquiring into his *** services. Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******'s account. On 11/18/2024, we contacted Mr. ****** informing him that his *** campaign was temporarily suspended by The Campaign Registry (********************************) due to disallowed content (Unsolicited messages/Spam, unregistered brand traffic and High opt out rates) that was being sent via ***. This was the 2nd notice we received from The Campaign Registry. On 01/09/2025, we received a 3rd notice from The Campaign Registry regarding Mr. ******'s account. Our Fraud Team email Mr. ****** the follow notice below further explaining that their *** campaign had been terminated. The termination is due to Disallowed Content as they were sending unsolicited Spam/marketing related traffic and high opt out rate. Unfortunately, once a *** campaign has been terminated by The Campaign Registry (********************************), it cannot be restored on the Vonage platform.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22900288
  
  I am rejecting this response because:
  
  Dear BBB,
  I am writing to express my continued dissatisfaction with Vonage Business Clouds handling of my complaint regarding the wrongful restriction of my account. Despite multiple attempts to resolve this issue, Vonage has repeatedly provided the same generic, copy-and-pasted response, failing to address my concerns or provide any evidence to support their allegations.
  To recap:
  I have consistently adhered to Vonages messaging limits, sending between ******* messages per day, well below the 2000-message daily threshold.
  My customers have opted in to receive messages through forms on my website, which Vonage is aware of.
  Vonage has restricted my account without providing any specific evidence or explanation for their actions.
  Despite my repeated requests for proof of alleged violations and a detailed explanation, Vonage has refused to engage meaningfully with my concerns. Their lack of transparency and accountability is unacceptable, and their repeated use of the same generic response demonstrates a disregard for customer service and resolution.
  I am now requesting the BBBs intervention to escalate this matter. Specifically, I ask that the BBB:
  Require Vonage to provide documented evidence of any alleged violations that led to the restriction of my account.
  Demand a detailed explanation from Vonage regarding the specific reasons for the restrictions.
  Ensure that Vonage restores full access to my account, as I have complied with all terms of service.
  This issue is causing significant harm to my business, as I am unable to communicate effectively with my customers. I trust that the ******************** will take appropriate action to hold Vonage accountable and ensure a fair resolution.
  Thank you for your attention to this matter. I look forward to your prompt response.
  Sincerely,
  Muhammad Danish
  
  Sincerely,
  
  Muhammad Danish

  Business Response

  Date: 02/18/2025

  To Whom It May Concern:
  
  The termination is due to Disallowed Content as they were sending unsolicited Spam/marketing related traffic and high opt out rate. Unfortunately, once a SMS campaign has been terminated by The Campaign Registry (********************************), it cannot be restored on the Vonage platform.
  
  Sincerely,
  ***** ******
  Executive Response Team

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22900288
  
  I am rejecting this response because:
  
  Dear BBB,
  I am writing in response to Vonages latest communication regarding my complaint. Vonage claims that my account was terminated due to "Disallowed Content," specifically "unsolicited Spam/marketing related traffic and high opt-out rate." However, this response is both vague and unsubstantiated, and I strongly dispute these allegations for the following reasons:
  No Evidence Provided: Vonage has failed to provide any specific evidence or documentation to support their claims of "unsolicited Spam/marketing related traffic" or a "high opt-out rate." Without proof, these allegations are baseless and unverifiable.
  Compliance with Policies: My messaging practices have always adhered to Vonages guidelines. All messages were sent to customers who explicitly opted in through forms on my website, and I have consistently stayed well below the daily messaging limit of 2000 messages.
  Lack of Transparency: Vonages reference to The Campaign Registry (TCR) as the reason for the termination is misleading. *** is a third-party entity, and Vonage has not provided any details or documentation from *** to substantiate their claims. If *** flagged my campaign, I am entitled to see the specific reasons and evidence for their decision.
  Impact on My Business: The termination of my account has caused significant harm to my business, as I am unable to communicate with my customers effectively. *********************** refusal to provide a clear explanation or evidence for their actions is unacceptable and demonstrates a lack of accountability.
  I request the following actions from Vonage:
  Provide documented evidence of the alleged "unsolicited Spam/marketing related traffic" and "high opt-out rate," including specific details of the violations.
  Share any communication or documentation from The Campaign Registry that led to the termination of my campaign.
  Restore full access to my account, as I have complied with all terms of service and messaging guidelines.
  If Vonage is unable to provide evidence to support their claims, I request that the BBB take appropriate action to hold them accountable for their unjustified termination of my account.
  Thank you for your attention to this matter. I look forward to a resolution that is fair and based on facts, not unsubstantiated allegations.
  Sincerely,
  Muhammad Danish
  
  Sincerely,
  
  Muhammad Danish

• Initial Complaint

  Date:02/04/2025

  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.

  In September of 2024, I placed an order with Vonage for business phone number. I was told that I needed to pay for the first year up front and there was no other option but annual. In January of 2025 I was charged an additional 28 dollars. I was not expecting this and I tried to call to cancel. I was told I have no option but to keep their service for a year. I am changing my card and disputing the last charge with my bank. I'd like all my money back including the 28 dollar charge. This was deception plain and simple.

  Business Response

  Date: 02/12/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ******* ******. The complaint, logged on 02/05/2025, relates to Mr. ****** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******** account.  According to the complaint, Mr. ****** states he had to pay "upfront" for the 1st year.  We do not offer such a plan for our services, as we bill month to month which why he was billed the $28.  We have attached a copy of the agreed upon quote and all charges Mr. ****** have incurred over the life of the account.  Mr. ****** currently has a 1-year contract that expires on 09/22/2025.  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:01/10/2025

  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 am filing a complaint against Vonage Business due to ongoing issues with their *** services, which have disrupted our business.Service Discontinuation: In May 2024, Vonage discontinued *** services and required us to register for 10DLC. My registration was approved on September 19, 2024, but just days later, on September 23, 2024, Vonage suspended our *** service without explanation. The issue was only resolved on October 31, 2024, but even now, some carriers still cant receive our messages.Suspension of *** Services: On January 08, 2025, I received an email saying our *** service was suspended because of spamming. We are not spamming. Our messages are sent only to customers who voluntarily fill out forms on our website and other sites. If a customer replies with "STOP," we immediately stop contacting them. It seems Vonage is mistakenly flagging these "STOP" replies as spam.Unhelpful Responses: I have sent four emails to Vonages fraud department at ********************************* but each time, I received the same generic reply without a real solution.I ask Vonage to restore our *** service because we are not spamming. We are willing to reduce our *** volume if needed. Please help us resolve this issue.Thank you.

  Business Response

  Date: 01/17/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ******************** The complaint, logged on 01/10/2025, relates to Mr. ****** inquiring into his SMS services. Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******'s account.  On 11/18/2024, we contacted Mr. ****** informing him that his SMS campaign was temporarily suspended by The Campaign Registry (********************************) due to disallowed content (Unsolicited messages/Spam, unregistered brand traffic and High opt out rates) that was being sent via SMS.  This was the 2nd notice we received from The Campaign Registry.  On 01/09/2025, we received a 3rd notice from The Campaign Registry regarding Mr. ******'s account.  Our Fraud Team email Mr. ****** the follow notice below further explaining that their SMS campaign had been terminated.  Unfortunately, once a SMS campaign has been terminated, it cannot be restored on the Vonage platform.  

  ---

  Dear ***************,
  
  Your SMS campaign has been terminated due to being associated with disallowed content, specifically Unsolicited messages/Spam, unregistered brand traffic and High opt out rates.
  
  Please refer to our Acceptable Use Policy, which can be found at *******************************************************************, specifically,
  SMS/Texting. (for customers who signed up on or after July 1, 2022). SMS/Texting provided by Vonage is not meant to be unlimited, and Vonage is now required to comply with the new 10 DLC requirements, which includes placing a daily limit on the amount of SMS/Texting messages that is available to ensure the highest speed and deliverability of messages possible. 10 DLC stands for 10 Digit Long Code. It is the new standard for A2P messaging in the **, which applies to all messaging over 10 digit geographic phone numbers. Major US carriers have announced their requirements for SMS A2P (application-to-person) messaging using 10 digit geographic numbers, also known as 10 DLC. This new standard provides many benefits to our users including supporting higher messaging speeds and better deliverability. As part of Vonages compliance with this new requirement, Vonage is limiting the number of SMS/Text messages to ***** messages/day per Customer account. If you require additional SMS/Text messages capacity, please contact Vonage Support to increase your daily limit.
  
  *********************************************************************************************************
  
  Disallowed content:
  
  High-risk financial services - Payday/cash advance loans, Short term loans (unless from direct lender bank), Auto loans, Stock alerts, Mortgage loans, Student loans, Debt collection (unless for company sending message), Lead or commission generation, Tax relief programs, Cryptocurrency
  
  Get rich quick schemes - Deceptive work from home programs, Secret shopper ** *********, **************** opportunities, Multi-level affiliate marketing, Gambling/sweepstakes,
  
  3rd party - Debt collection or consolidation, Debt relief or reduction, Debt forgiveness, Credit repair, Lead generation, Generic job alerts, Brokers
  
  Controlled substances - Tobacco, Vaping, Cannabis/CBD, Illegal drugs
  
  SHAFT - ***, Hate speech, Alcohol, Firearms, Tobacco, Profanity
  
  Scams - Phishing, Fraud, Spam, Deceptive marketing
  
  Charity - Giving donations (case by case)
  
  Your account is still active for inbound and outbound calls, however SMS will no longer be provided.
  
  Sincerely,
  
  Vonage Fraud Department

  ----

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

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22793385
  
  I am rejecting this response because: This complaint is regarding the Complaint ID: ********. I am sorry I was not able to answer earlier as the email went to spam and I did not check the spam folder. Well, to answer what Vonage Business replied to my last complain is that its untrue and completely out of course. I have never been doing any number of text messages that could even reach 2000 daily limit. I completely understand the limitation of new 10 DLC and I never crossed them. My daily number of text messages were between 200 to 300 messages a day and the number of STOPS that I would get on doing that number of text messages did not exceed 15. I permit you to check my account's activity and if I have done more than 300 messages to the new customers and 200 conversational messages in the past 2 months I would definitely tell you to permanently ban me from Vonage Business but if did not I want full access to the account with the authority to send and receive messages because I cannot be more cautious then sending only 500 messages a day when the daily limit is 2000 messages said by Vonage Business itself. If still after knowing that I have never exceeded the limit and have been very careful do not allow me the text messages than that would be a great dishonesty. Moreover, I am never involved in the portion mention in the disallowed content. I have clearly mention multiple times that all the customer I reach want me to reach them and provide them with the quotation. All of them needs it and for that they fill up a form on my company's website and Vonage Business is aware of all that. There is no spamming and if once the customer tells me to STOP I never reached him/her again. You can also verify that in my account's activity. I never disturbed anyone and crossed the limitations.
  

  
  

  
  
  Sincerely,
  
  Muhammad Danish

  Business Response

  Date: 02/05/2025

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of ******************** The complaint, logged on 01/10/2025, relates to Mr. ****** inquiring into his *** services. Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******'s account. On 11/18/2024, we contacted Mr. ****** informing him that his *** campaign was temporarily suspended by The Campaign Registry (********************************) due to disallowed content (Unsolicited messages/Spam, unregistered brand traffic and High opt out rates) that was being sent via ***. This was the 2nd notice we received from The Campaign Registry. On 01/09/2025, we received a 3rd notice from The Campaign Registry regarding Mr. ******'s account. Our Fraud Team email Mr. ****** the follow notice below further explaining that their *** campaign had been terminated.  The termination is due to Disallowed Content as they were sending unsolicited Spam/marketing related traffic and high opt out rate.  Unfortunately, once a *** campaign has been terminated The Campaign Registry (********************************), it cannot be restored on the Vonage platform.

   

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

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22793385
  
  I am rejecting this response because:
  
  I am writing in response to your latest reply regarding my complaint (Complaint ID: *********. I am extremely disappointed by the lack of progress and the repeated, unhelpful responses I am receiving.
  In your most recent response, you have simply copied and pasted the same information from previous replies, which does not address the specific concerns I have raised. I want to reiterate the facts:
  SMS Volume and Limitations: My daily SMS volume has always been between ******* messages, far below the ***** messages per day limit that Vonage itself set. I have never exceeded this limit, nor have I engaged in activities that would justify my SMS campaign being flagged or terminated. I have already asked Vonage to verify my account activity to confirm that I have never sent more than 500 messages a day.
  No Disallowed Content or Spam: I have repeatedly explained that all messages are sent to customers who voluntarily request information, such as quotations, by filling out forms on our website. I also immediately stop contacting any customer who replies with "STOP." There is no "spam" involved, as all interactions are with willing recipients. I have asked Vonage to check my account activity to verify this.
  The Campaign Registry's Involvement: I understand that The Campaign Registry flagged my account, but I want to stress that I have complied with all the rules and guidelines. There has been no violation of Vonages policies or the new 10DLC requirements. The issue seems to stem from a misunderstanding or error in the system, not from any wrongdoing on my part.
  In your recent reply, you simply repeated the same notice from The Campaign Registry without addressing any of the key points I have raised or offering any solution to resolve this issue. This is not helpful, and it feels like Vonage is avoiding finding a solution.
  I am requesting that Vonage:
  Reassess the situation and provide a full investigation of my account's activity to confirm that I have adhered to all guidelines.
  Restore my ************ as I have never violated Vonage's terms and have always remained within the limits specified by your system.
  Provide a clear, direct resolution to this issue, rather than recycling old responses that do not address the core of the problem.
  If Vonage is unable or unwilling to provide a solution, I will be forced to escalate this complaint further.
  Please respond promptly with a solution or the steps you are taking to resolve this issue.
  
  Sincerely,
  
  Muhammad Danish

• Initial Complaint

  Date:12/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to follow Vonage's procedure 3 separate times. They have you fill out a request to cancel your account online and you are supposed to get a call within an hour. They never call back. I waited on hold for over 45 minutes twice and was directed at the end to leave a message with a number to call and they would get back within 24 hours. They never got back. Both times I left a message stating I wanted my account cancelled. After three more months of getting charged $63 dollars for a service I no longer use in any way, I called my credit card company and blocked the charges, and went through the cancellation process one more time and did not receive a call back, so I waited on hold for 45 minutes and left my phone and number when directed to leave a message. Vonage sent this to collections for over $900 dollars which would be over 15 months of charges. The only months they could not collect were August and September. I would like the remaining balance to be billed at $120 We have called the company multiple times and they cannot explain the over $900 charge. I have been actively trying to cancel since July 15.

  Business Response

  Date: 12/16/2024

  To Whom It May Concern:
  
  I am writing in response to the complaint received on behalf of Mr. ******* **********. The complaint, logged on 12/06/2024, relates to Mr. ********** inquiring into a billing matter.
  
  Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ************ account. Unfortunately Mr. ************ account was cancelled due to non-payment, which triggered their *** (Early Termination Fee) for the remainder of the contract.  We  have contacted Mr. ********** and expressed that we would waive the *** balance, but the he still would owe for the two (2) months of services that were not paid.  We have requested our Collections team pull all efforts regarding the balance 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